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Storage Support L2

Bengaluru, KA
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  • IT
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Job Details

Skills and experienceThe ideal CC Storage Support candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. S/he will have a strong focus on teamwork and have proven technical andcommunication skills.A well rounded applicant would have a strong understanding of the followingHP VirtualizationConceptsFibre ChannelArchitecture and RAID conceptsHP Storage ArrayLog Analysis and TroubleshootingPerformance Analysis.The applicant should have expertise supporting at least two operating / Virtualization systems listed belowMicrosoft WindowsLinuxVMwareHyper - VHPUXSOLARISAIX ResponsibilitiesThe Real Time Collaboration Centre (RTCC) engineer is responsible for the complete resolution of complex problems in large enterprise level, mission critical storage environments. The candidate will provide expert level assistance to; TEC Engineers, Field Engineers, Escalation teams, Resellers/VARs as well as Customers. Responsibilities will also include Problem reproduction, Interface with product groups, QA and development engineers, Escalation and Elevation management, development of knowledge base and training material, mentoring of new engineers and training delivery.Job specific responsibilities include working through complex HP Storage Array (EVA/MSA/NAS/3PAR) and SAN problems, troubleshooting through resolution. This may involve OS, Server HBA, SAN Switch, FC components and Storage Software which require a holistic troubleshooting approach. RTCC Engineer is expected to provide leadership in technical problem management and the resolution of issues, working closely with end customers and HP remote and field support staff.RTCC Engineers are expected to participate in after-hours and Weekend remote support rosters. They are also expected to Identify and contribute to projects to improve product support, customer satisfaction and team efficiency. Technical writing skills will be required to publish Knowledge base articles or to communicate effectively with Technical and Non-Technical stakeholders. The candidate should be able to comfortably interact with colleagues from different countries and background (own team, members of SC and Product Divisions)Attitude towards customer issuesThe RTCC Storage Engineer will be prepared to take full and absolute ownership of a customer s technical problem until resolution. This will include keeping the customer informed in line with the commitments made in this respect. S/he will be creative, open minded & will be guided, but not hindered, by process in pursuit of a solution to a customers problem. The RTCC engineers primary mission is a quick complete solution or workaround for problem.The jobholder must demonstrateWillingness to grasp the opportunity to learn new technologies and methodologiesIn-depth knowledge of at least one Server OS environment.Keen interest in Storage/SAN and Server technologies.Systematic thinkingResults focusedInitiativeBe motivated by new challenges/technology.Customer Support Interpersonal SkillsIn dealing with Solutions Centre agents, Field personnel and customers from diverse geographies, a RTCC Storage Engineer is required toBe professional in all modes of interaction with our internal & external customers.Be an excellent communicator who maintains composure with difficult customers, knowing how to guide a conversation positively and constructively.Be happy to talk directly to customers if this is the best way to solve an issue quickly.Be capable of making well founded decisions in high pressure situations & exercising diplomacy when operating in politically charged environments.Write technical information in understandable fashion.Communicate clearly and effectively with people who are not English native speakersactively listen and confirm problem details showing empathy for urgent situationsUtilize effective negotiation skills which will lead to satisfactory case closure.Be able to show a positive credible face to the customer even when internal handling of an issue might be/have been less than ideal.Education and Experience Required BS in CS/EE degree or equivalent technical school or related experience 5-7 years of experience working in a mission critical technical support environment, preferably on Storage Arrays and NAS products, mainly HP 3PAR StoreServ Knowledge of Enterprise Storage systems, Storage Area Networks, or Network Attached Storage environments General level knowledge of Unix Systems (Solaris, HP, AIX, Linux) and Windows Experience with Fiber Channel, Fabric switches, and VMWare a plus Ideal candidate will be HP certified with AIS, ASE or MASE in Storage, Industry standard switch certification in at least 1 area; Qlogic, Brocade, McData
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 5-7


Business/Systems Analysis | Network Administration | Quality Assurance/Testing | System Administration
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