Technical Consultant- Senior

Reporting to the GDDC Service Delivery Manager, this individual will provide up to level 3 support for Storage Administration aligned with ITSM framework in accordance with customer procedures and contracts. The Candidate must be a team player, a motivator, and a problem solver, able to analyse complex problems and form workable solutions. Roles & Responsibilities • Providing up to level 3 SAN & NAS support on Storage and SAN switch administration (incident, service request, change & problem management) based on business requirements and adhering to tight operations, security, and procedural aligning with ITSM framework. • Play a key role in support of all Disaster Recovery, Backup and Recovery and Contingency of operations (Co-op) helping to develop processes, procedures, and strategies as it relates to the current and future storage environment • Be part of all types of technical projects and provide excellent input for their successful development, implementation, and management across the client base. • Work closely with Hitachi Service Delivery Managers, Account Teams, other departments (i.e., Finance/Business Ops) and Customers to ensure effective delivery & implementation of storage infrastructure, software, and services • Stay abreast with the current and future services / technologies and ensure to provide excellent Level 2/3 technical support and act as a technical escalation for L1 teams internally and to Hitachi onsite teams. This includes various technologies but not limited to Block, File, Content, Compute, Cloud for both Hitachi and 3rd party vendors. • Be proactive in understanding new and upcoming technologies, work with offering/product management teams to provide technical input to ensure GDDC customer requirements are met during the product development cycle. • Work on tight project/transition deadlines and deliver them without compromising the quality. • Provide knowledge transfer/technical training of new/existing customer environments to new joiners. • Maintain runbooks, configuration documentation and be focal point in driving Continuous Improvement Program. • Based on the Capacity and Performance reports, run monthly deep-dive performance analysis across the customer storage environments. Work with the Hitachi onsite teams to highlight the potential Capacity/Performance bottlenecks and proactively alert various team to resolve potential issues/disasters where possible. Minimum Requirements • At least 5-7 years of strong IT storage support experience within complex IT environments. • Strong technical skills in various Storage technologies (Block/Content/File/Object/SDS) and SAN switch (iSCSI, Fibre Channel, FCoE, FCIP). • Strong storage Administration in managed service infrastructure including storage optimization, performance tuning, capacity management and provisioning. • Strong experience with Hitachi Storage systems (VSP G/F series, VSP, USPv, HNAS, and HCP) or relevant enterprise storage systems (DellEMC, HPE XP series, NetApp, Fujitsu, IBM, Huawei) is preferred. • Strong experience storage replication experience Ex: Global Active Device (GAD), Truecopy (TC), Universal Replication (HUR), Shadow Image and Thin Image snapshot technologies. • Strong skills in installing/upgrading and managing the storage management toolsets. Ex: Hicommand Suite (Device Manager, Tuning Manager), Hitachi Performance Analytics (HDCA and HIAA). • ITIL Certification preferred (Foundation Level and above) • Hitachi, HPE, NetApp, Fujitsu, DellEMC, Cisco, Broadcom Certification is an added advantage • Experience in Backup technology is an added advantage (NetBackup, Data domain, Commvault, Veeam) Competencies • Communication - Clear and concise written and oral communication skills in English, Proficient in MS Office • Accountability/Responsibility - Attention to detail, producing accurate and full work in accordance with requests, take responsibility for own and team actions, helping to develop technical and process Knowledge across the team • Strong collaboration/Customer centric – Work effectively with offshore & onshore team (GDDC) and with other Infrastructure groups including the Network, Server & Database Application & Development teams • Provide support for new systems and projects (working with vendors, other platform support teams) and implement the tools to enable the ongoing support • Provide 24x7 IT storage operations support in a team on a rotation and on-call basis • Communicate written incident updates using team standards in a pre-determined time bound fashion to all levels of IT and business audience • Assess impacts of issues and ensure proper severity assignment for incidents by researching the business impact via interfacing teams or the acquired knowledge • Work with 3rd party resources (onsite or offshore) and represent their services to the business Requirement of Health and Security • Take reasonable care for their own health and safety and that of others, who may be affected by what you do or do not do at work. • Cooperate with your Employer on matters of Health and Safety. • Abide by the HITACHI VANTARA and Customer Information Security policies, Acceptable Usage policies, Guidelines and Procedures. • Maintain security awareness appropriate to the level of duties being performed. • Report suspected vulnerabilities, breaches and/or misuse of HITACHI VANTARA data/systems to a manager, IT support staff or the Information Security Officer.