Job description:

Adhering to SLAs defined by the business/client
Mentoring team members and training them for newer features/technologies
Guiding team members in case of Technical/Operational Problems and Issues
Handling Incidents related to backups
Performing root cause analysis for backup severity one issues
Planning and Implementing Change Requests
Troubleshooting technical issues related to backups and handling escalations from the team members
Ensuring that the processes are adhered to while working on any problem incident/change request
Responsible for successful completion of Installation and configuration of backup software upgrades/patches etc.
Responsible for building / maintaining a test environment along with the team
Improves and maintains customer and employee satisfaction by the way of quality in the day to day tasks
Planning/Testing new technologies and design changes as and when applicable
Planning the overall Backup/Restoration Strategy for 24x7 operation support
Understanding of Multi-Geo support environment and ensuring that the team is in-line to the industry
Responsible for building and maintaining test environment
Responsible for strategizing a backup plan and test plan for failure scenario
Testing/Auditing/Processes as required from time to time
Identify Skill Gaps and plan for training and knowledge updating
Prepare and onboarding plan for all new members coming to the team for training and KT
 

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases