Key Responsibilities :

- Provide L2/L3 support by resolving customer issues via phone, email, or remote sessions.

- Reproduce and analyze problems in-house, delivering timely and accurate resolutions.

- Perform regular follow-ups with customers, offering recommendations, updates, and action plans.

- Identify and escalate issues to vendors per Standard Operating Procedures (SOPs).

- Leverage internal expertise (peers, knowledge bases, community forums) to deliver effective solutions.

- Collaborate across CoE/Hardware teams to diagnose and isolate complex issues.

- Deliver consulting support and guidance in your area of expertise.

- Maintain high-quality case documentation, meet SLA timeframes, and achieve operational metrics.

- Incident Management : Resolve single and cross-technology incidents independently; lead resolution of complex issues.

- Escalation Management : Manage and participate in escalations, especially during critical situations.

- Problem Management : Perform trend and root-cause analysis to prevent recurring issues.

- Change Management : Prepare, review, and implement change records; assess risk and participate in Change Advisory Boards.

- Patch & Security Management : Apply and monitor patches, ensuring compatibility and compliance.

- Configuration Management : Maintain accurate entries in the Configuration Management Database (CMDB).

Technical Skills :

Must Have :

- Expertise in Object, File & Block storage systems and cloud data management solutions.

- Installation, configuration, and troubleshooting experience with at least two of the following : Scality, DDN Storage, GPFS, Luster.

- Knowledge of Qumulo, object storage, and Linux.

- Strong understanding of parallel/distributed file systems.

- Firmware and management experience for enterprise storage systems.

- Operating Systems : RHEL, SUSE (installation, configuration, administration, troubleshooting on bare-metal and VMs).

- Knowledge of SAN/NAS technologies (Ethernet/iSCSI, FC, FCoE).

- Experience in performance analysis, capacity planning, and security audits.

- Troubleshooting performance-related issues on hardware and operating systems.

- Familiarity with AIX, RedHat, CentOS, SUSE Linux, and HP-UX.

- Strong written and verbal communication skills and willingness to work 247 rotational shifts, including weekends.

Good to Have :

- Certifications in Scality, DDN Storage, GPFS, or Luster.

- Administration and support knowledge for Linux, VMware, Windows Hyper-V.

- Certifications such as Linux+, VCP, or Microsoft.

- Familiarity with ServiceNow or similar ITSM tools.

- ITIL certification.

Education & Qualifications :

- Bachelors degree in Engineering (or equivalent).

- Experience : Minimum 67 years in Storage & Backup administration support.

- Strong understanding of Object, Block, and File storage technologies, as well as parallel and distributed file systems.

- Relevant certifications in Scality, DDN Storage, GPFS, or Luster are a plus.