He/She will be a technical RUN expert for all Storage/Backup services. As such, he/she will provide support and act as the last level of escalation point for all production support activities within the Storage/Backup team in Singapore. He/She is accountable for the overall health and stability of the technical solutions within his scope. He/She has to work effectively with technical peers such as architects, peer experts and project teams on technology road maps and projects. He/She will have control over the scope of technical activities, develop best practices, manage knowledge and ensure the necessary trainings are imparted to the team wherever applicable.
The Storage/Backup team operates the RUN activities and delivers projects for its infrastructure scope covering HPE XP8, XP7 High-End Storages, HPE Primera, 3PAR 8400 Mid-Tier Storages, Dell EMC ISILON, Brocade FC fabrics, synchronous cross-site replication, and Backup platform running Dell EMC Networker and HPE StoreOnce VTL.
Job Detailed Description
An Expert has a wide spectrum of responsibilities and actions.
As an expert of his/her team, he/she:
assigns technical tasks and manages delegation for technical issues,
animates the team to encourage collaboration and sharing of best practices,
has a role in supporting technical skills development and provides training when required.
supports new technologies and leverages them to provide consistency of service across streams,
manages service improvements for all Storage/Backup services supported throughout the organization,
documents, reviews, maintains and shares relevant technical information to the team
provides technical direction, supports services both proactively and reactively to maintain the availability and reliability of system infrastructure in accordance to the SLA,
implements and develops improvements based on LEAN best practices,
focuses on automation and optimum use of the team to improve efficiency,
drives and delivers root cause for any high severity issue,
reviews technology changes to identify potential risks,
is responsible for problem management and resolution.
As an experienced professional in Storage/Backup Services, he/she:
supports his/her team during diagnosis when technical issues rise in his/her scope of expertise,
is aware of the global IT structure so that he/she anticipates interrelationships within the organization,
engages with technical peer, Service managers, Architect and project teams on technology roadmap and projects,
facilitates transformation projects and suggest future directions for new areas of improvement and change,
guarantees the production readiness and license to operate of new projects and solutions,
is available and able to drive technically, any complex or high severity incidents that occur within the scope of their role,
actively engages to understand new technologies and technology trends and reviews them with a view to incorporating them into operations,
actively assist in identifying the most technical skilled candidates for open roles,
technically coach and develop partner resources to improve quality and productivity,
defines the technical skillset required to support technologies.
As the escalation point of contact for Clients, he/she:
manages the daily relationship with Clients including planning, requests clarification, risks mitigation and service quality.
Job Specific Environment and/or Organization
Fluent in English written and spoken
Working hours will be in rotating shifts
On-call support will be expected on a rotational basis (weekdays and weekends)
Candidate Profile
- Minimum 8-10 years of experience in managing Storage/Backup environment with about 3-5 years of experience in financial institutes.
- A Bachelor’s/Engineering graduate.
- Subject matter expert on core technologies – HPE High-End and Mid-Tier Storages, Dell EMC ISILON, Brocade FC fabrics, synchronous cross-site replication.
- Secondary skills in operating Backup platform running Dell EMC Networker.
- Good hands-on knowledge with Scripting and Automation (Ansible, Python, Bash) will be advantageous.
- Ability to solve complex problems spanning multiple technologies and disciplines.
- Excellent communication, interpersonal and logical skills.
- Customer service oriented and a strong team player.
- Ability to work under pressure and a commitment to solving issues.
(EA Licence No. 14C7000)
(EA Personnel Registration No : R1110355)
