SLM Backup and Storage Engineer

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Job Description:

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation – giving clients the most effective solutions for a fast-paced, modern business along with the expertise to achieve maximum business benefit, and to deliver better experiences.

What you will do:

• Technical Leadership: Providing guidance and expertise to Level 1-3 engineers and technicians. This involves mentoring, coaching, and ensuring technical standards are met.
• Escalation Point: Acting as a point of escalation for complex issues that Level 1-3 support cannot resolve. This includes troubleshooting and resolving critical incidents.
• Service Delivery Management: Overseeing the delivery of managed services to ensure SLAs (Service Level Agreements) are met. This includes monitoring service performance, identifying areas for improvement, and implementing changes as necessary.
• Client Relationship Management: Building and maintaining strong relationships with clients, understanding their needs, and ensuring their satisfaction with the services provided.
• Problem Management: Analyzing recurring issues and identifying root causes to prevent them from reoccurring. This involves implementing long-term solutions and process improvements.
• Change Management: Reviewing and approving changes to the environment to minimize disruptions and ensure stability.
• Risk Management: Identifying potential risks to service delivery and implementing mitigation strategies to minimize impact.
• Documentation and Reporting: Maintaining accurate documentation of systems, processes, and procedures. Generating regular reports on service performance, incidents, and trends.
• Team Collaboration: Working closely with other teams such as sales, engineering, and operations to ensure seamless service delivery and alignment with business goals.
• Continuous Improvement: Proactively identifying opportunities for service improvement and implementing initiatives to enhance efficiency, reliability, and quality of service.

• This is a key-requirement for L4 engineer. A solid foundation in Computer Science principles in terms of filesystems, processes, network stack, protocols, etc. is necessary for a candidate to be able to perform as per expectations at senior position
• This position requires a L4 level hands-on experience of different industry standard backup tool (Commvault, Veeam, Rubrik, Atempo Miria etc.) and other related technologies - SAN, NAS, Tape Backup etc.
• Experience in managing HPE Backup solution products like Store once, Tape Library etc
• Experience in SAN fabric Brocade and Cisco.

• Troubleshoot problems with deployed Backup solution and should have good experience support large complex setup.
• Experience in understanding and applying customer policies for backup retention, validation, restoration of data.
• Ability to understand client requirements, suggest possible issues with current setup, present new architectures, migrate from existing setup to new setup with minimum downtime and no loss of data is critical.
• Teamwork and leadership skills are required to work with team of L1/L2/L3 engineers to prepare them for L4 support activities in future.
• Since admin access and passwords or keys or various clients would be with L3 engineer. He/She is expected to keep confidential data securely and not disclose any private information to outsiders.
• The task may require travel to different cities for days to a weeks duration to setup infrastructure, participate in meetings and discussions, etc. Later on ability to support entire infrastructure remotely over VPN, SSH with just shell-commands without relying on GUI or direct access is necessary.
• Ability to automate tasks with programming (Shell scripting) or configuration management tools (Ansilbe, puppet), etc. is preferred.
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues.
• Incident Management: Resolve single and cross technology incidents independently. Lead the team members to resolve complex or cross technology incidents.
• Escalation Management: Identify, manage, and lead technical escalations. Participate in formal Escalation when required to support escalation especially during crisis.
• Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area. Perform Trend and Root cause analysis.
• Change Management/Implementation: Independently prepare, review, implement, rollback and test plan for change records. Perform risk and impact analysis for changes, may lead or participate in a Change Advisory Board.
• Patch and Security Management: Apply patch and security changes per policy. Proactively monitor the environment for patch compliance. Analyze patches for compatibility with each customer or internal infrastructure environment.
• Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
• Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings.

What you need to bring:

Technical Skills:

• L4/SME level experience in installing, configuring, troubleshooting and Administration of Backup Solutions – Commvault, Data Protector, Veeam, etc
• L3/L4 level experience in managing OEM Backup products like StoreOnce, Tape Libraries, etc.
• L3/L4 level experience in managing SAN fabric of Brocade and Cisco.
• Good knowledge on at least one Operating system, connectivity to Storage on SAN, iSCSI, end to end logical troubleshooting approach in a Storage environment.
• Good understanding of the technical fundamentals of the system infrastructure including open system platforms (Linux, VMware, Windows, UNIX,) and networking
• Experience in managing Backup solution and DR activities.

Business Skills:

• Demonstrate strong written and verbal communication skills
• Demonstrate business judgment, decision making skills, negotiating skills, time-resource management, complex problem solving, in-depth product knowledge, creativity, teamwork, knowledge of quality processes, political astuteness and sensitivity in dealing with diverse cultures and ability to learn quickly.
• Experience in interacting/Supporting Level 1 Support teams and customers
• Must be a team player and show ability and willingness to motivate and support other engineers

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Services

Job Level:

Expert

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.