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    Senior SME - bangalore, India - Microland

    Microland
    Microland bangalore, India

    2 weeks ago

    Microland background
    Description
    Required Skills
    Technology | Backup | Tape Management (Physical and Virtual Tape Libraries)
    Technology | Backup | Identifying the backup residing(tape/media/disk) locations
    Technology | Storage and Backup Roles | Backup Administrator
    Technology | Container Technologies | Storage containers

    Delivery Skills :
    (1)

    Proactive monitoring and investigation of logs:
    Initiate Backup administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. Record the findings and analysis in to the ticket
    (2)

    Restoration and Resolution:

    Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue.

    Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome
    (3)

    Triage:

    Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME.

    This support includes coordination with 3rd party vendor technicians.

    (4) Process Compliance:

    • Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process.
    • Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report),
    • Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined),
    • Ensure tickets are closed post user/customer communication,
    • Maintain inventory of Network equipments and links,
    • Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.
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