JOB SUMMARY
The Systems Engineer III – Storage & Backup is responsible for the support and delivery of the Storage environment with secondary responsibilities for the Backup environment. The Systems Engineer III – Storage & Backup will identify and proactively respond to medium to high complexity system problems. The Systems Engineer III – Storage & Backup will troubleshoot and correct complex, sometimes ambiguous problems that affect operation of the environment. In addition, the Systems Engineer III – Storage & Backup will analyze current processes and procedures for possible improvements, as well as develop and maintain documentation of their assigned environment.
ESSENTIAL FUNCTIONS
Systems Engineering - Architects, implements, and supports infrastructure and technologies.
- Design and create systems and architectures
- Model solutions of varying complexities and creates strategies that consider all aspects of the customer’s requirements and problems.
- Frame the essence of the customers issue and build scalable and adaptable solutions while considering the larger stakeholder community.
- Propose migration path strategies for upgrades.
- Gain stakeholders buy-in, eliminates ambiguity, and ensures traceability to source requirements.
- Prior to commitment to change, consider impact and mitigate and address issues.
- Review existing technologies for vendor support and end-of-life information
- Support the deployment, operations, and maintenance of infrastructure technologies
- Contribute to identifying migration path needs
- Takes initiative in resolving problems that are ambiguous
- Assist the team with investigating, testing, making recommendations, and implementing solutions
- Assist the team in framing the essence of the customer’s issue, and builds scalable and adaptable solutions, while considering the larger stakeholder community
- Present unbiased positions to customers and explain ideas in understandable terms
Technical Support - Ability to understand internal/external customer technologies and problem resolution techniques.
Administer, monitor and support all aspects of Storage & Backup environments
Apply knowledge to identify and proactively responds to high complexity system problems
Work to develop additional technical knowledge and skills
Perform system maintenance activities
Develop and maintain documentation of assigned environment
Anticipate problems; sees how a problem and its solution will affect other areas
Analyze current processes and procedures for possible improvements
Evaluate new technology as potential solutions to existing problems
Identify opportunities for more efficient and effective operations through the implementation of automation and monitoring.
Evaluate reported problems, determine issue severity and collaborate with other IT departments to resolve the reported issue.
Support for Disaster Recovery environment by engaging with appropriate IT teams as needed.
Administer tools that generate daily, weekly, monthly backup reports, and provide that backup reporting to management, IT personal and subsidiaries as required.
Provide support for annual audits by generating and providing reports to auditors and updating tickets that prove that failures have been investigated.
Participate in all Storage and Backup technology upgrades and implementations that are intended to support and enhance recovery efforts and providing support to all backup related initiatives.
Provide on call and onsite support for Storage and Backup environments.
SUPPLEMENTAL DUTIES & RESPONSIBILITIES
- Pursues training and development opportunities; Strives to continuously build knowledge and skills
- Assist personnel in other RTS departments to resolve technical and/or application issues
- Provide onsite support at the Phoenix and Atlanta area datacenters, when required.
- Other duties as requested
CORE COMPETENCIES
Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).
Able to:
- Frame problems before trying to solve them
- Seeks advise from those who've solved similar problems
- Follow up to ensure that the problem remains solved
- Documents and disseminates identification and resolution of problems to avoid future redundant work efforts
- Breaks down problems and identifies all of their components
- Provide insight into the root-causes of problems
- Anticipate problems and is proactive in addressing them
- Asks perceptive questions to seek optimal solutions
- Involves the team in problem solving
- Generate a range of solutions and courses of action with benefits, costs, and risks associated with each
- Explore various sources for answers, and things outside the box to find options.
- Open to other’s ideas to help develop solutions.
- Help others cultivate their problem-solving skills.
Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.
Able to:
- Weigh pros and cons of each option before making a decision and moving forward.
- Follow up to ensure that decisions were implemented.
- Gather data and others' input when making decisions
- Consider lessons learned from experience, differing needs, and the impact of the decision on others
- Escalate decisions when appropriate
- Balances analysis, wisdom, experience, and perspective when making decisions
- Finds solutions that are acceptable to diverse groups with conflicting interests and needs
Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.
Able to:
Assist in creating strategies to help the organization serve customers
Provide service to internal and external customers to meet or exceed their needs and expectations
Listen to concerns and resolves complaints effectively and promptly
Commit to continuous improvement
Ensure and comply to customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
Establish relationship with customers providing education as appropriate
Deliver high quality solutions
Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.
Able to:
- Acknowledge team members for their contributions
- Provide assistance to others when they need it
- Work for solutions that all team members can support
- Effectively persuade and influence team members to achieve goals
- Seek to resolve confrontations and disagreements constructively
- Establish rapport with co-workers easily
- Works with others to achieve goals
- Listen and responds constructively to other team members' ideas
- Encourage and facilitates cooperation, pride, trust and group identity
- Foster commitment and team spirit
- Offer support for others' ideas and proposals
- Is open with other team members about his/her concerns.
- Shares his/her expertise with others.
Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.
Able to:
- Set well-defined and realistic goals
- Accept responsibility for mistakes
- Comply with established policies and procedures
- Take ownership of ensuring successful outcome of work assignments/projects
- Minimize re-work
- Seek out learning opportunities
- Identify training needs and takes action to obtain knowledge
- Facilitate between own functional area and areas below or above in the work stream as needed
- Allocate work were applicable
- Anticipate and adjusts for problems and roadblocks
- Persistently push self and others for results
- Display a high-level of initiative, effort, and commitment towards completing assignments
- Provides consistency between projects
Company Business Knowledge - Understands the company, its products and the business processes.
Able to:
- Has broad Reliance business knowledge and integrates it into optimal technology solutions for business processes.
Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.
Able to:
- Share ideas and perspectives and encourages others to do the same
- Keep others informed of new developments
- Clearly express information taking into account the audience and nature of the information (for example, non-technical, sensitive, controversial).
- Ask questions and summarize what was heard to mitigate miscommunication
- Present information in a concise and focused manner
- Listen to others
- Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner
- Produce written information, which may include technical material that is appropriate for the intended audience
Leadership – Displays effort and commitment in carrying out the department’s goals and objectives.
Able to:
- Guide others toward goal accomplishment
- Consider and respond appropriately to the needs, feelings and capabilities of different people in different situations
- Share best practices and processes
- Act in a proactive and achievement-oriented manner
- Treat co-workers in a fair and equitable manner
- Behave in a tactful, compassionate, and sensitive manner
- Empower others by sharing information
- Actively listen and clarify information as needed
- Foster an atmosphere of open communication
Required Skills
- Bachelor’s Degree or equivalent work experience in a related field required
- 7+ years’ experience in a Storage and Backup role for an IT organization required, preferably in a large enterprise setting with multiple operating platforms (Windows, Linux, VMware, AIX, IBMi, etc.)
- 5+ years’ exposure to Dell/EMC VMAX/PowerMAX required
- 5+ years’ exposure to Brocade SAN Switching required
- 3+ years’ exposure to Dell/EMC XtremeIO required
- 3+ years’ exposure to Dell/EMC Isilon, CIFS/NFS required
- 3+ years’ exposure to Pure Storage required
- 3+ years’ exposure to Dell/EMC RecoverPoint and Zerto Disaster Recovery replication preferred
- 3+ year’s exposure to Cloud technologies required, including Azure (with Azure File Services AFS) and AWS
- Knowledge and experience with a variety of scripting languages such as Powershell, batch files, etc. a plus
- Ability to think outside the box
- Resourceful, excellent troubleshooting skills
- Understand current security threats and be able to work with others to proactively protect environment
- Understanding of networking concepts and technologies including TCP/IP, DNS, DHCP, etc. required
- Excellent analytical, verbal, and written communication skills required.
- Ability to influence, communicate effectively and interact with diverse personalities required.
- Exposure to Commvault Complete and Metallic SaaS backup preferred
- Must be self-motivated and able to work independently, with minimal supervision and as part of a team
- Detail oriented with excellent interpersonal communication and customer service skills.
- Must have strong organizational skills and multi-tasking skills in order to meet required deadlines in a fast paced work environment
Required Experience