Job Summary

·       Responsible for the day- to- day operations of the multiple storage infrastructure (SAN, Object Storage, NAS), including customer onboarding support, decommissions, pre-sales support, performance analysis and tuning, troubleshooting, maintenance, and project management.

·       Configure and manage storage arrays, switches, and fabrics, including EMC PMAX/VMAX/AFA, Unity, VNX, Power Store, NetApp (FAS,AFF), and Brocade switches, Unity, FAS arrays, as well as Flex Clone, Snap Mirror and  Snap Vault

·       Recognize client needs, then implement in accordance with product offerings

·       Handles medium to large customer configuration questions, complex One-Off questions, and out of scope One-Off approvals.

·       Strong working knowledge of networking, fibre channel concepts, and technologies

Desired qualifications

·       Demonstrated experience working in environments with enforced change and risk control protocols.

·       Ability to manage multiple tasks and prioritize effectively to maintain productivity levels.

·       Strong problem-solving skills with a willingness to take on responsibility.

·       Efficient and timely problem resolution skills while handling multiple tasks without compromising attention to detail or risk management

·       Requires little assistance to perform duties. Mentors Level I SAN engineers and support teams.

·       Passion for delivering fanatical customer support by creating great first impressions and setting proper expectations

·       Ability to take ownership of customer requests and issues, managing them through to resolution

·       Advanced knowledge and understanding of troubleshooting, testing, and performance tuning in storage platforms

·       Advanced knowledge of storage best practices for current VMware, Windows, and Linux operating systems, file systems.

Key Responsibilities

·       Create Change Requests and perform assigned maintenances

·       Provide feedback on wiki articles where the process deviates from documentation or lacks detail

·       Evaluate issues, determine, and execute resolutions to resolve multi-customer impacting events, often requiring on-the-spot decisions

·       Lead tasks relating to problem management, process improvement, reporting, and customer infrastructure

·       Lead functional business continuity/transformational projects and customer engagements (both technical and non-technical), delivering key objectives for the Storage and Backup Function

·       Provide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the business

·       Collaborate and share knowledge with other Engineers

Job Complexity

·       This role entails working with customer requests and following established procedures to plan and execute technical changes. The job also involves responding to customer inquiries about performance, processes, and recommendations based on Rackspace best practices.

·       The responsibilities of this position include building new storage configurations through software installations, provisioning LUNs/volumes for new or expanded requests, performing host zoning and registration, conducting quality control, and consolidating tickets. This position also includes decommissioning storage devices, performing host un-zoning and de-registration, server clean-up, and troubleshooting host connectivity and storage component failures.

·       In cases of critical component failures, this position requires escalating issues to higher-level engineers. The job also involves answering general configuration questions, auditing environments, performing quality control as part of storage fleet management, and providing performance statistics reporting, software reporting, and storage reporting to meet customer and Rackspace leader requests.

·       The role includes auditing array and core logs, performance, utilization, and validating data accuracy in Rackspace records. Additionally, the job requires auditing reference tools such as Wiki, SharePoint, and RSS feeds. The position involves assisting with scheduling and working on host-side maintenance tasks, including quality control, HBA, re-kicks, LUN expansions and migrations, cab migrations, and migration cutovers.

·       As part of regular system health checks, this role requires upgrading software, firmware, and drivers. The position also involves making recommendations for process and procedure improvements.

Knowledge

·       Proficient technical knowledge in technology troubleshooting methodologies, design, and implementation

·       Proficient knowledge of data backup and restoration methodologies

·       Proficient knowledge of, but not limited to MMC consoles, event viewer, Proficient FTP file transfers, user permissions, and service management within Microsoft Windows Server and/or the ability to (but not limited to) navigate file systems, editing with vi, identify running services and processes, SSH and FTP, file permissions, and Proficient network troubleshooting tools within Redhat Linux

·       Proficient knowledge and understanding of troubleshooting, testing, and performance tuning in Storage platforms

·       knowledge of storage best practices for current VMware, Windows and Linux operation systems, File systems, SQL, MySQL, Oracle, and Exchange

·       Understanding of Networking, Fiber Channel concepts, and technologies

·       Proficient understanding of patching - documents changes based on requests for change

·       Proficient ability to apply change control procedures

·       Proficient ability to perform cross platform troubleshooting tasks

·       Detail-oriented in documenting information and able to own customer issues through resolution

Education

·       Bachelor’s degree in Computer Science, Management Information Systems, or a related field

·       5+ years of additional related experience may substitute for the degree requirement

Experience Required

·       5+ years of technical engineering and administration experience

·       A minimum of 2-3 year of experience maintaining storage arrays and backups

·       Technical customer support experience in a cloud hosting/technology environment Physical Demands

·       May require long periods sitting and viewing a computer monitor

·       May require work on non-traditional shifts

·       Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations