Title: Backup Networker
Location: India-Karnataka-Bangalore
Job Number: 1578415
Profile:•Bachelor’s Degree in Computer Science or equivalent or ·Diploma in IT – minimum of 2 -3years experience within IT Operations, infrastructure services support, operations monitoring and end user support·And Minimum of 2 year experience in infrastructure management and/or server administration and basic experience in applicable technology area: Data Protector, Symantec, Tivoli Storage Manager and Arc serve Backup technology, and desirable to have certification in any of the mentioned backup tools·Two years in administration of Windows and/or Unix Operating System with knowledge of general backup network concepts and the interoperability of backup networking.·Desirable to have intermediate experience in managing any of the following tape hardware (standalone tape devices and tape libraries) e.g. HP MSL, ESL, Storage Tek SL series and L series, etc.Intermediate understanding of ITSM\ITIL processes, preferably ITIL trained.Responsibilites1.Provides Second Level support for Customer backup related incidents with a focus on processes and procedures. Involves third party service providers for Hardware and media related issues wherever needed to resolve/escalate .Works in conjunction with the Command Centre support Engineers for Backup support to solve commonly occurring issues. Will assist CC Engineer or perform as needed to manually or with the help of tools generate backup reports and take necessary action as needed. Works on Customer and/or other support group service requests and drive it to resolution2.Activities·Incident management – work on incidents from systems and elevated from Level 1 and ensure timely resolution. ·Monitor ticketing systems, backup server/jobs and ensure completion·All open issue must be escalated to upper level support function within stipulated time, if required.·Troubleshoot backup failures and fix them on the first opportunity available.·Should identify problems and issues (technical, process) encountered and work independently to resolve·Problem management – Trigger problem management activities by identifying trends in failure and recurring issues in the infrastructure.·Provide additional reactive support for backups as and when required.·Documentation and reporting of backup success and failures. ·Provide First level support for customer service requests and own to closure where applicable.·Ensure all Hardware, Media and Infrastructure issues are handled and fixed as per procedure.·Retain ownership of customer issues until resolved, escalated or accepted by another individual·Second line of support of the Backup environment for Events on a 24 x 7 x 365 basis, instigating and managing incidents and processes as appropriate·Technical expertise on Backup application and tools installed in backup environment·Fully understand and support all Backup administration and manage policies and procedures·Manage the Backup infrastructure to ensure all Service Level Agreements are met·Second level management and support of Backup infrastructure components·Implement approved tested, regression planned changes to the Backup infrastructure within agreed outage periods·Monitor Backup environment and suggest timely recommendations to prevent backup related operational problems ·Delivery of Service as per Contract Schedules·Where required, supporting Agents and other Specialists in performing their tasks, including;·Reviewing error log information oHardware and software configuration reporting oReporting oResolve complex Incidents and Problems·Performance Analysis and Tuning/Optimization ·Operations Review and Problem Resolution ProceduresProvide Capacity Management, Patch Management, System Management, Reporting Qualifications:
Profile:•Bachelor’s Degree in Computer Science or equivalent or ·Diploma in IT – minimum of 2 -3years experience within IT Operations, infrastructure services support, operations monitoring and end user support·And Minimum of 2 year experience in infrastructure management and/or server administration and basic experience in applicable technology area: Data Protector, Symantec, Tivoli Storage Manager and Arc serve Backup technology, and desirable to have certification in any of the mentioned backup tools·Two years in administration of Windows and/or Unix Operating System with knowledge of general backup network concepts and the interoperability of backup networking.·Desirable to have intermediate experience in managing any of the following tape hardware (standalone tape devices and tape libraries) e.g. HP MSL, ESL, Storage Tek SL series and L series, etc.Intermediate understanding of ITSM\ITIL processes, preferably ITIL trained.Responsibilites1.Provides Second Level support for Customer backup related incidents with a focus on processes and procedures. Involves third party service providers for Hardware and media related issues wherever needed to resolve/escalate .Works in conjunction with the Command Centre support Engineers for Backup support to solve commonly occurring issues. Will assist CC Engineer or perform as needed to manually or with the help of tools generate backup reports and take necessary action as needed. Works on Customer and/or other support group service requests and drive it to resolution2.Activities·Incident management – work on incidents from systems and elevated from Level 1 and ensure timely resolution. ·Monitor ticketing systems, backup server/jobs and ensure completion·All open issue must be escalated to upper level support function within stipulated time, if required.·Troubleshoot backup failures and fix them on the first opportunity available.·Should identify problems and issues (technical, process) encountered and work independently to resolve·Problem management – Trigger problem management activities by identifying trends in failure and recurring issues in the infrastructure.·Provide additional reactive support for backups as and when required.·Documentation and reporting of backup success and failures. ·Provide First level support for customer service requests and own to closure where applicable.·Ensure all Hardware, Media and Infrastructure issues are handled and fixed as per procedure.·Retain ownership of customer issues until resolved, escalated or accepted by another individual·Second line of support of the Backup environment for Events on a 24 x 7 x 365 basis, instigating and managing incidents and processes as appropriate·Technical expertise on Backup application and tools installed in backup environment·Fully understand and support all Backup administration and manage policies and procedures·Manage the Backup infrastructure to ensure all Service Level Agreements are met·Second level management and support of Backup infrastructure components·Implement approved tested, regression planned changes to the Backup infrastructure within agreed outage periods·Monitor Backup environment and suggest timely recommendations to prevent backup related operational problems ·Delivery of Service as per Contract Schedules·Where required, supporting Agents and other Specialists in performing their tasks, including;·Reviewing error log information oHardware and software configuration reporting oReporting oResolve complex Incidents and Problems·Performance Analysis and Tuning/Optimization ·Operations Review and Problem Resolution ProceduresProvide Capacity Management, Patch Management, System Management, Reporting Job: Services