Job Description:
Scality Storage Engineer
What you’ll do:
? The candidate provides Operate, Admin and Consulting support on Storage infrastructure and the Operating system in accordance with contractually established terms and conditions and established technical standards.
? Provides technical input, solutions, and recommendations to deal pursuit.
? Engaged in and provides support for transition/ transformation efforts.
? Provides IT infrastructure and/ or application infrastructure lifecycle technical support, including planning, project management, installation, on- going management/ monitoring/ troubleshooting, and de- installation, following
operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)).
? Manages the technical/ service relationship between the company and the customer, and between the company and subcontractors/ vendors.
? Works with the key customers and/ or internal businesses/ end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business.
Key Responsibilities:
? Resolve customer’s issues via the telephone, email or remote sessions.
? Reproduce issues in-house and responding back in a timely manner.
? Regular follow ups with customers with recommendations, updates and action plans.
? Identify and escalate issues in a timely manner to vendor according to Standard Operating Procedures.
? Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
? Collaborate with other CoE/HW teams in diagnosing and isolating the cause of complex issues.
? Provide consulting support in his/her area of expertise
? Maintain quality on case documentation, SLA timeframes and operational metrics.
? Performs within the Productivity Measure of the team (scorecard)
? Incident Management: Resolve single and cross technology incidents independently. Lead the team members to resolve complex or cross technology incidents.
? Escalation Management: Identify, manage, and lead technical escalations. Participate in formal Escalation when required to support escalation especially during crisis.
? Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area. Perform Trend and Root cause analysis.
? Change Management/Implementation: Independently prepare, review, implement, rollback and test plan for change records. Perform risk and impact analysis for changes, May lead or participate in a Change Advisory Board.
? Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment.
? Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Must Have:
? Technical knowledge on Object, File & Block storage with cloud data management solutions – Installing, Configuring & Troubleshooting of at least 2
of the storage skills Scality, DDN Storage, GPFS, Luster.
? Qumulo , object storage with linux
? Good Knowledge on Parallel/Distributed file system
? Firmware and management experience on above Storage
? Basic Operating Systems Knowledge – Install, configure, administration and troubleshoot RHEL/SUSE (as Bare-Metal OS & as VMs on Hypervisors)
? Knowledge on SAN, NAS technologies (Ethernet / iSCSI, FC, FCOE)
? Performed routine Performance Analysis, Capacity analysis, security audit analysis reports to customer for necessary planned changes
? Troubleshooting performance related issues on HW and Operating system
? Working knowledge on AIX , Redhat , CentOS , SUSE Linux and HP UX
? Should be ready to work in 24x7 rotational shifts and on weekends.
? Good written and verbal communication skills (Mandatory).
? Zeal for going the extra mile to solve customer issues.
? Complex troubleshooting experience and Logical Problem-solving approach
? Ability to work in a Solution environment, collaborating across Technology Teams.
Good to have:
? Certification on any of the Scality, DDN Storage, GPFS, Luster.
? Operating Systems Knowledge – administration and support on Linux, VMware, Windows HyperV,
? Linux/Microsoft/VMware VCP or equivalent experience/certification will be an added advantage
? Tools Knowledge on ServiceNow
? Must achieve excellent customer satisfaction.
? Take ownership and work with high productivity and efficiency.
? Support other team members and seek their advice to make decisions on complex issues.
? Deliver trainings when required.
What you need to bring:
? Bachelor’s degree in Engineering (or Equivalent).
? Experience: Minimum 6-7 years of experience in Storage & Backup administration support
? Should possess strong knowledge of Object, Block, File Storage technology and good understanding of Parallel & distributed file system. Additionally other domains such as storage/SAN/networking/database
? Relevant certification on the latest track like Scality, DDN Storage, GPFS, Luster will be an added advantage.
? Flexible to work in 24X7 support environment
? ITIL certification is an added advantage
