Sr Engineer - Customer Service Operations

Role & responsibilities :

Job Description: Storage Administrator (L2 Support)

We are looking for a talented Storage Administrator (L2 Support) to join our IT infrastructure team. The ideal candidate will be responsible for supporting, monitoring, and troubleshooting enterprise storage systems. This role involves addressing escalated issues, assisting with routine storage administration tasks, and ensuring the seamless operation of storage infrastructure in a multi-vendor environment.

Key Responsibilities: Storage Administration: Manage and monitor storage systems, including SAN, NAS, and object storage platforms, ensuring their health and availability. Perform L2-level support for storage-related incidents and service requests, including provisioning storage and configuring access. Assist with LUN creation, zoning, and masking for storage arrays.

Issue Resolution and Escalation: Troubleshoot and resolve moderately complex storage issues and escalate critical incidents to L3 support when required. Collaborate with L3 teams and vendors to resolve hardware and software issues.

Monitoring and Reporting: Use monitoring tools (e.g., NetApp on Command, Dell EMC Unisphere, HPE Infosight) to proactively detect and address potential problems. Generate and analyses storage performance and capacity reports to support operational planning.

Maintenance and Upgrades: Perform routine maintenance tasks, such as firmware updates and patch installations, under the guidance of L3 administrators. Support storage infrastructure upgrades and migrations by executing defined tasks.

Documentation and Knowledge Sharing: Maintain and update documentation for storage configurations, standard operating procedures, and troubleshooting guides. Provide guidance and knowledge transfer to L1 support teams.

Technical Skills: Hands-on experience with enterprise storage platforms from vendors such as: NetApp: ONTAP, Snap-Mirror. Dell EMC: Unity, Power-Store. HPE: Nimble, 3PAR. Primera, Hitachi: E590, E790, E990
IBM: Flash-System. Pure Storage: Flash-Array.

Strong knowledge of storage protocols (Fibre Channel, iSCSI, NFS, CIFS/SMB). Familiarity Administrator of SAN switch management (Brocade, Cisco MDS).

Basic understanding of backup tools and disaster recovery solutions.
Experience with monitoring and management tools (e.g., SolarWinds, Nagios).

Experience: 3-5 years of experience in enterprise storage administration or IT infrastructure roles. Proven ability to troubleshoot and resolve storage-related issues independently. Good understanding of ITIL processes, including Change Management, Service Requests (SRs), and Incident Management (INCs).

Certifications:
Preferred certifications include: NetApp: NCDA or similar.
Dell EMC: Proven Professional or equivalent.
HPE: ASE or equivalent.
Brocade/Cisco SAN certifications (a plus).

Soft Skills: Strong problem-solving skills and attention to detail. Excellent communication and interpersonal skills. Ability to work collaboratively in a team-oriented environment.

Location: Pune Dighi