Job Title : VMAX SME Job Status : Full Time
Department : Engineering
Reports to : Engineering Manager
Work Schedule : TBD, 7/24/365 availability by phone
POSITION SUMMARY :
- Provides a high level of customer satisfaction through the effective delivery of technical support.
- Customer support specifications may include product maintenance, performance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, and the use of system level diagnostics. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer issues which may also be fulfilled by backline assistance and guidance of the helpdesk team.
- Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and Troubleshooting and come up with root cause analysis, Provide Technical Action plan and guide the remote team to get resolution based on deep product knowledge.
Must Have Skills :
- EMC Symmetrix/VMAX product lines as technology progresses
- SAN fundamentals
- EMC Storage Arrays - VMAX 20K/40K/VMAX-3/VNX, VPLEX and DMX
- EMC Storage Array management Software like EMC Navisphere, CLI
- Supporting both Linux and Windows platforms
Good to Have Skills : Expertise in multiple storage technologies preferred
Job Requirements :
- Able to resolve problems in a timely manner and able to handle multiple tasks simultaneously
- Strong knowledge in Shared and dedicated storage technology troubleshooting methodologies implementation and Break-fix
- Solid SAN experience in a complex customer service orientated Windows Virtual and Linux environment
- Experience with the EMC VMAX, VNX, VMAX3 and Symmetrix based platforms as well as common troubleshooting issues with the Symmwin management software suite.
- Can accurately define a client issue and can interpret and Troubleshooting and come up with root cause analysis, Provide Technical Action plan and guide the remote team to get resolution based on deep product knowledge
Technical Experience :
- Experience in managing and troubleshooting EMC products such as EMC VMAX, VNX, VMAX3, EMC Unity devices and Symmetrix based platforms.
- Strong Experience in EMC VMAX 20K/40K/VMAX-3/VNX and VPLEX
- Responsible for being the final point of escalation for the level 1 through 3 helpdeskstaff regarding hardware and maintenance issues on the EMC VMAX, VNX, VMAX3)) and Symmetrix based platforms as well as common troubleshooting issues with the Symmwin management software suite.
- Continue expanding knowledge on EMC Symmetrix/VMAX product lines as technology progresses
- Strong Expertise in managing SAN switches (Preferably Cisco SAN and Brocade)
- Good knowledge in troubleshooting complex performance issues related to the above products
- Proficiency in upgrading/installing and migrating storage products.
- Proven experience on the EMC storage functionality and architecture.
- Diagnose Storage products and related product issues and follow up with root cause analysis.
- Participate in Disaster Recovery, planning, Changes, Upgrades, Implementation, and tests as scheduled.
- Primary on call support for Storage and associated switch products.
- Support for technical consultation and inquiries from the other IT technical teams
- Support for new product installation and evaluation as needed.
- Problem determination and resolution within expected time frame.
- Assume personal responsibility for resolving problems in most effective way possible within SLA reaching root cause and preventing problems.
- Lead daily Operations meetings provided there are P1 incidents running
- Manage escalated break-fix issues through Salesforce case reporting.
- Provide guidance to the Service Delivery team regarding commonly failed hardware components for proactive parts sparing.
- Assist with configuration of dial-home alerting.
- Assist with non-maintenance projects such as system installations, relocations, and upgrades.
- Availability for escalation during non-business hours for high severity issues.
- Ability to travel for scheduled work and the possibility of emergency projects.
- Mentor and assist in developing level 3 engineering staff.
- Experience with EMC SRDF, RecoverPoint, VxBlock and TimeFinder
- Experience with Cisco/Brocade SAN Switch configuration and support such as Virtual SAN, Fiber channel zoning, LUN masking, HBA configuration and tuning
- Strong understanding of the storage protocols Like CIFS, NFS, FC, FCOE and NVMe
- Define, design, engineer and implement storage and backup hardware and solutions
- Hardware parts replacement like IO devices, DIMM- s, CASH cards and ports
Professional Attributes :
- Strong written and verbal communication skills Strong organizational and interpersonal skills
- Strong time management skills Strong problem solving and analytical skills
- Take part in 24x7 Roster, which may include Morning, Evening and Night Shifts
- Availability for escalation during non-business hours for high severity issues.- Regular attendance and timeliness
- Attend required training sessions as assigned.
- Create training curriculum to develop L1-L3 staff
- Perform other duties as may be assigned or required as related to position
Educational Qualification :
- Bachelor's degree in computer science or related technical field; MS degree is plus
- Certified in EMC VMAX Engineer or OEM certification is preferred
- 5 - 8+ years of prior experience with EMC Symmetrix/VMAX product lines and EMC hardware break-fix maintenance
POSITION COMPETENCIES :
- Accuracy : Attention to detail is critical in ensuring SLAs are achieved. If SLAs are not met a Cause Analysis must be performed.
- Problem Solving : Has a proficient understanding on how to triage and diagnose problems as they pertain to the assigned cases.
- Teamwork : Able to work respectfully with all members of the team and is willing to share experience as well as all lessons learned along the way.
- Documenting : Providing concise and detailed information into Salesforce on a continual basis.
- Adaptation : Learns quickly in the context of an activity when giving the proper direction and guidance.
- Contribution : Provide feedback on identifying improvements and processes within Engineering and Support.
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