Consultant - Cloud Ops

about the role

Responsibilities

Consultant - Backup & Storage is a position in an IT Delivery Infrastructure Operations entity. He is accountable for IT Delivery for the Managed backup & storage services being delivered by a dedicated team of professionals, a set of tools/platform, or an infrastructure service. He is the key point of contact for the IT Delivery SDM, Backup & Storage Infrastructure Management is under his responsibility; he is in direct relation with the SDM and even the customer to Provide Backup Technology Representation.

Skill Profile

Individual must work closely with different Line of Business (LOB) to bring resolution to all issues and perform proactive duties such as patch management and software upgrades

Must be able to work independently with a group and the position requires on-call availability.

The candidate will be responsible for providing core hours and after-hours/on-call support

Perform duties following all OCB standards regarding engagement, change management and escalations

Candidate should have a good knowledge of CIFS, NFS, FCP, iSCSI,SNAP Mirror, Snap Vault and Brocade SAN switches and Cisco SAN Switch.

Candidate must be familiar with SAN/NAS and have good knowledge of CEPH and Primera, including installation, tuning, and advanced troubleshooting.

Excellent knowledge of EMC, Netapp & HPE Storage & EMC & Veritas Backup, Linux & UNIX systems.

Familiar with or have a good knowledge of storage technologies (HP 3PAR & Primera, Brocade SAN Switches)

Troubleshooting skills and root cause analysis of issues on EMC, Netapp & Veritas backup suits.

Experience in Remote server management tools and must have good knowledge & Hands on of CEPH storage.

Understands the end-to-end technical flow of storage components and has g ood exposure on scripting knowledge (Python, shell and Perl).

Provide problem identification, diagnosis and resolution of incidents communicate status updates to leadership and external customers on high-visibility issues

Strong knowledge on Storage & backup tools and server administration.

Operating Systems (OS) systems knowledge & troubleshooting on Linux/UNIX/Windows

Incident Management:

Responsible for daily operational activities and L2 incidents and changes for backup & storage compute supported for customers. Compute upgrades and on-call support during non-business hours. Consultant - Cloud Ops will be responsible for day-to-day operational activities. Ensure all Incidents are resolved as per Committed Timelines. Coordinating the "Backup Restoration" for NetBackup , Backup Library, Brocade Switches. Handling incidents in backup technology and front end to resolve them in the shortest possible time. Ensure all Operations Benchmarks are met in Backup & Storage Technology issues.

Analyze and achieve Targets (reduction in Incidents , Repeated Failures ) related with Incidents . Ensure Improved Customer Ratings Backup Technology. Present Monthly Performance Reports and Target Enhanced Satisfaction from CPM s /ITCSM s.Ensure Reports specific to Technology are shared as per expected timelines.

Problem Management

Responsible for driving P1 Incident Reduction in Backup & Storage Technology

Ensure RCA s/PIR s are submitted as Contracted with Customers

Change Management:

Attends CABs if there is a complex non-standard change impacting an application, a set of applications, a shared platform, or an infrastructure service is involved in Post Implementation Reviews.

Carries responsibility to ensure that Complex/Non-Standard Changes are completed within Specified Expected Timelines

Customer Technical Documents:

Update ICOG s and SOP portal with the latest documents related with Escalated Incidents.

Responsible in Backup & Storage Technology with respect to Properly updating Knowledge Base Articles and Procedure Documents.

Technology Effectiveness:

L2 is responsible to Identify and Raise Issues in Current Environment with respect to Upgrades /New Releases in coordination with other Teams.

Expected to Drive Initiatives to Standardize Technology Environment resulting in Reduced Complex Incidents

Expected to Arrange Trainings for promoting cross-skilling and bring other technology colleagues up to Speed in resolving Complex Issues in a methodical process.

Responsible for participation and driving Migrations.

Educational Qualification:

Degree in business, or Computer Technology.

Vendor certification in Backup & Storage Domain like EMC ISM, SNIA, BCFA

Additional Information

Ability to work in shifts, handle critical & major incidents involving troubleshooting

Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.