Digital Network - Senior SME (WL2)

  • Bengaluru
  • Microland
Required SkillsTechnology | Storage and Backup Roles|Backup AdministratorTechnology | Backup|Identifying the backup residing(tape/media/disk) locationsTechnology | Container Technologies|Storage containersEducation Qualification : Any Graduate (Engineering / Science)Certification Mandatory / Desirable :Technology | Respective Product CertificationDelivery 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.