"Provides proactive recommendations to the customer for improving their use of EMC storage solutions to help maximize their satisfaction with EMC. Actively contributes to the configuration, layout and performance tuning of EMC products.
Technical knowledge on EMC Products like EMC Isilon, XtremeIO and Datadomain.
Good understanding on IT Operations, ITIL Processes, Policies, and Compliance with exposure and familiarity on a Shared Services type of operations on both regional and global infrastructure.
Experience in managing storage migration technology.
Participates in the design and operational execution of the customers disaster recovery process as required. Performs necessary storage infrastructure maintenance and necessary data migration, as required. Provides assistance to EMC technical teams in the development of custom solutions and implementation preparation.
Responsible for performing daily operational tasks and maintaining availability at the customer site(s). Provisions solutions based on standardized procedures as outlined by EMC best practice documentation.
Performs complex and/or extended-stay software implementations per the specifications in the Statement of Work, Scope document, Architecture Design Document or Project Manager direction.
Successfully manages relations with Customers utilizing negotiation and influencing skills to acquire the internal and external resources necessary for optimal results. May occasionally be called upon to act as a backup to the Project Manager or to provide team technical leadership on specific implementations.
Seeks advice or assistance from management and/or Technical Support as required during difficult customer situations. Works in conjunction with EMC colleagues to ensure effective resolution of technical issues encountered during implementations.
Stays current on technical specifications and hardware requirements of EMC software products, including new and soon to be released products."
 

• To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations orL3 level support and doing incident and problem management
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.