Role Proficiency:

Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution and/or provide mentorship (Hierarchical or Lateral) to junior associates

Outcomes:

1)      Update SOP with updated troubleshooting instructions and process changes2)      Mentor new team members in understanding customer infrastructure and processes3)      Perform analysis for driving incident reduction4)      Escalate high priority incidents to customer and organization stakeholders for quicker resolution5)      Contribute to planning and successful migration of platforms 6)      Resolve enterprise trouble tickets within agreed SLA and raise problem tickets for permanent resolution7)      Provide inputs for root cause analysis after major incidents to define preventive and corrective actions

Measures of Outcomes:

1)     SLA Adherence2)     Time bound resolution of elevated tickets - OLA3)     Manage ticket backlog timelines - OLA4)     Adhere to defined process – Number of NCs in internal/external Audits5)     Number of KB articles created6)     Number of incidents and change ticket handled 7)     Number of elevated tickets resolved8)     Number of successful change tickets9)     % Completion of all mandatory training requirements

Outputs Expected:

Resolution:

Understand Priority and Severity based on ITIL practice
resolve trouble ticket within agreed resolution SLA Execute change control tickets as documented in implementation plan

Troubleshooting:

Troubleshooting based on available information from previous tickets or consulting with seniors Participate in online knowledge forums reference. Covert the new steps to KB article Perform logical/analytical troubleshooting

Escalation/Elevation:

Escalate within organization/customer peer in case of resolution delay. Understand OLA between delivery layers (L1
L2
L3 etc)
adhere to OLA. Elevate to next level
work on elevated tickets from L1

Tickets Backlog/Resolution:

Follow up on tickets based on agreed timelines
manage ticket backlogs/last activity as per defined process. Resolve incidents and SRs within agreed timelines. Execute change tickets for infrastructure

Installation:

Install and configure tools
software and patches

Runbook/KB:

Update KB with new findings Document and record troubleshooting steps as knowledge base

Collaboration:

Collaborate with different towers of delivery for ticket resolution (within SLA resolve L1 tickets with help from respective tower. Collaborate with other team members for timely resolution of tickets. Actively participate in team/organization-wide initiatives. Co-ordinate with UST ISMS teams for resolving connectivity related issues.

Stakeholder Management:

Lead the customer calls and vendor calls. Organize meeting with different stake holders. Take ownership for function's internal communications and related change management.

Strategic:

Define the strategy on data management
policy management and data retention management. Support definition of the IT strategy for the function’s relevant scope and be accountable for ensuring the strategy is tracked
benchmarked and updated for the area owned.

Loc: Bangalore

Exp : 5- 7 Years

Notice Period : Immediate -15 days

Job Description:

 1. Second Line of Response - Accountable for Contractual Response SLA 2. 24*7 Coverage for real time remediations 3. Advanced Level Troubleshooting for all the Proactive s & Requests / Issues 4. Collecting & Analyzing Backup Product logs - Analysis (Proficient - Must to have) 5. Surface complex & custom reports (Daily / Weekly / Monthly/Quarterly) 6. Overall Backup & Recovery Administration for all the Customers 7. This Group additionally contributes to Ransomware Recovery Projects to meet 24*7 Contractual clause under IR Services (Good to have) 8. Ensuring RMS customers are following the best practices / guidelines outlined by Commvault 9. Perform Backup Product Software Upgrade 10. Work with Commvault Product Support team & 3rd Party Vendors (Software / Hardware) as required 11. Involved in Commvault Product Health / Security Assessments & 12. Participate in Disaster Recovery Testing (Good to have)

Skills Required: 1. Networking skills - Proficient

2. Linux & Windows Operating Systems - Proficient

3. Experience of Backup & Recovery Software (Preferred Commvault Experience)

4. SQL Backups- Proficient

5. Oracle Backups - Beginner to Proficient

5. Fundamentals of Cloud Computing - Beginner to Proficient

6. Hyperconverged Infrastructure Backups (VMware, Hyper-V, Nutanix AHV) - Proficient

7. Hardware & Compute Knowledge - Proficient