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Job Description
- Provide enterprise-level operational support to Managed Services customers for incident, problem, and change management activities
- Plan and perform maintenance activities
- Assess customer environments for performance and design issues and propose resolutions
- Work across technical teams to troubleshoot complex infrastructure issues
- Create and maintain detailed documentation
- Serve as a subject matter expert and escalation point for storage technologies
- Work with vendors to resolve storage issues
- Communicate with customers and internal team with transparency
- Participate in on-call rotation
- Completion of training and certification as assigned to further skills and knowledge
Education and Experience
- Bachelor s degree or equivalent Information Systems or related field. Unique education, specialized experience, skills, knowledge, training, or certification may be substituted for education
- 10+ years of expert level experience with Dell Isilon/PowerScale including best practices
- 5+ years of experience with Dell Unity
- Experience with disaster recovery and data replication technologies, including Isilon/PowerScale SnapshotIQ and SyncIQ, and Unity Snapshots and file replication
- Block and file migration experience is a bonus, including Powerpath migration enabler, Open Replicator, EMCopy, RoboCopy, DataDobi
- 5+ years of experience with administration of enterprise and departmental switching technologies, including Cisco and Brocade - Cisco MDS preferred
- Must be proficient managing storage devices via CLI and the management UI
- Experience with other storage platforms such as Pure or NetApp is a bonus
- 10+ years of experience with operational administration of IT systems
- 5+ years working with monitoring platforms; LogicMonitor a bonus
- 5+ years working with an enterprise ITSM system: Service Now is a bonus
- Familiarity with enterprise IT infrastructure concepts including network, virtualization, and data protection
- Managed Services or consulting experience is required.
- Cloud Platform knowledge is desired
- Strong background with customer service
- High level problem-solving and communication skills
- Strong oral and written communications skills
- Related Storage certifications are a bonus.