Technical Consultant - Advanced

Reporting to the GDDC Service Delivery Manager, this individual will provide up to Level 2 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 2 SAN & NAS support on Storage and SAN switch administration (incident, service request and change management) based on business requirements and adhering to tight operations, security, and procedurals aligning with ITSM framework. • Play a key role in support of all Disaster Recovery, Backup and Recovery and Contingency of operations (Co-op) relates to the current and future storage environment. • 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 1/2 technical support and aid in any technical escalation for Hitachi internal and onsite teams. This includes various technologies but not limited to Block, File, Content for both Hitachi and 3rd party vendors. • Work on tight deliveries and deadlines without compromising the quality of work. • Provide knowledge transfer/technical training of new/existing customer environments to new joiners. • Provide input for runbooks, configuration documentation and actively contribute towards Continuous Improvement Program. • Participating in storage Performance Tuning and Troubleshooting as it relates to File and Block storage implementations and system operations Minimum Requirements • At least 3-5 years of good IT storage support experience within complex IT environments. • Good technical skills in various Storage technologies (Block/Content/File/Object/SDS) and SAN switch (iSCSI, Fibre Channel, FCoE, FCIP). • Good storage Administration in managed service infrastructure including storage optimization, performance tuning, capacity management and provisioning. • Good 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. • Good experience in storage replication Ex: Global Active Device (GAD), Truecopy (TC), Universal Replication (HUR), Shadow Image and Thin Image snapshot technologies. • Good 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 • Good 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.