Commvault Level 3

Roles and Responsibilities

Customer facing:

• Being an escalation point for first line
• Being the primary contact for customers that have been escalated to you and dealing with all their incoming requests
• Triaging and solving advanced issues with backups for customer that you manage
• Help customers troubleshoot issues with their backup jobs; advise on backup best practices
• Onboarding of new customers and providing best practice advisory
• Ensure that all customer-related information including case history, contact information, and configuration are kept accurate and contribute to the ongoing upkeep and expansion of our knowledgebase
• Work across a range of customers of all industries and sizes providing first-class support to all

Technical:

• Design, implement, and maintain Commvault backup solutions for clients
• Demonstrates the ability to build and design backup infrastructure and manage multiple tape libraries.
• Possesses exceptional knowledge and skills to troubleshoot backup, tape, and storage issues.
• Manage the Databarracks tape infrastructure
• Join the on-call rota after approximately 3-4 months
• Follows established company processes, including change management, incident management, and problem management.
• Possesses excellent communication skills, with the ability to articulate situations and issues clearly to cross-functional teams and clients.
• Has a good understanding of RAID concepts, storage performance analysis, array-based replication, tape storage and backup, VTL, and replication.
• Knowledgeable in de-duplication and log analysis for troubleshooting.
• Participates in disaster recovery (DR) tests and has a good understanding of media management.
• Experienced in 24/7 high-availability data center environments and on-call support responsibilities.
• Skilled in performance tuning, capacity planning, and root cause analysis.
• A service and customer-oriented team player, capable of working as part of a virtual, global, and/or multi-functional team.
• Experienced in knowledge base (KB) preparation and review, knowledge sharing (training/mentoring), and documentation

Required Qualification and Experience

• BE/B-Tech/Diploma/Graduate (Essential)
• Commvault Expert certification (Essential)
• ITIL certified (added advantage)
• Windows/Unix or Networking certification (added advantage)

Skills/Abilities and Knowledge

• Advanced knowledge in backup technologies Commvault. Commvault experience in a large, mixed environment of both Windows and Linux servers
• Knowledge of back up technologies, data retention principles and IT fundamentals
• Good level of experience with legacy backup and tape infrastructure
• Awareness of various cloud and on-premise infrastructure

Working conditions: Office environment

Related Work Experience

• Experience in Commvault 10 years
• Experience in backup and recovery operations – 10 years