Associate SME - Backup

  • Bangalore
  • Confidential
  • 2-5 years
  • Views
  • 29 Aug 2018

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

Interface with other technology groups in issue / performance resolution Explain problem statement, explain reason for suspecting neighboring / hosting environment/technology (such as RAID)/product, associate in testing, isolating till resolution Perform back up on Physical and Virtual Tape Libraries Isolate, identify failed units & provide work around fixes Install and configure tape library. Identify & Troubleshoot issues with Cloud Troubleshoot Backup Failures Understand Backup Job Status Codes Configure backup policies for client aware applications (Ex: Oracle, MS-SQL, MS-Exchange, Lotus Notes). Client Specific and advance Restores Managing complex environment and complex issues (such as log analysis) of Backup, performance management, media management Functional support to team in case escalations etc. Customer Experience Measure: CSAT 1 formal client appreciation per quarter At least 3 Technology proposition for improvement / best practice per quarter Value : Contribute to at least 1 project/initiative which can be classified as Value for customer Issue / Escalation: Zero escalations related to Technology deliverables Zero escalations with respect to technology skillset with in team Program KPI and key G&Os: Achievement of SLAs / KPIs as per program goals & objective - All green status Productivity & Service Excellence: At least 1 structured automation initiative for process improvement per quarter -Suggested and documented for outcome / benefits Contribute 3 technology specific new KB article every quarter 3 Technology SIP per quarter Drive 1 technology best practice implementation per quarter 100% compliance to service & security management processes defined. Zero NC identified on deliverables during process and transactional audits. 100% adherence & implementation to QMS processes defined by organization in accounts. Process & Contractual Compliance 100% Compliance to Employee Lifecycle Process Compliance Access, OJT, Induction, Forward Planning, Feedback Program Specific Compliance Information Security Policy, Procedure & Practices Integrity & Compliance:100% execution of all tasks as per the customer & compliance requirements Retention Measure: Achievement of retention goals of 80% annualized Succession planning across the function/team to reduce single point failure and dependency Team Mobility & Development Skill Index evaluation of all employees half yearly Development of 10% of Sr. Admin as TS At least 1 Structured Training Session for the team every quarter Have a formal documented Individual Development Plan (IDP) for every team member highlighting the development needs pertaining to training & development and track it to closure. Contribute towards achieving or sustaining the organization wide MiVoice score at 70. Self-Development To identify and plan for certification Management (at least 1 technology certification) and development in Presentation Skills, Situation Management, Mentoring, Analytical thinking, Customer Centricity & drive towards innovation & excellence. Source of measurement will be Training / Certification record with Learning & Development team Acquire 1 additional technology skillset in a year Acquire knowledge on 1emerging technology in a year & ensure knowledge is disseminated to team members. Technical Skills Systems Administration (F) Storage and Backup Administration (Physical & Virtual Tape Libraries) (P) Network Administration (P) Administration Cloud Platform Administration (F) Storage and Backup Administration (P) Behavioral Skills Email Communication, Presentation, Public Speaking (P) Strategic Thinking, Transactions Processing, Planning (F) Analytical Thinking, Scientific Temperament (F) Interpersonal Skills (F), Nurturing Relationships (F) Customer Service Orientation, Business Appreciation (F) Proficiency Legend: (A) - Aware; (F) - Familiar; (P) - Proficient; (E) - Expert. Total Experience In Years I hereby declare and confirm that all the information provided by me as a part of this application is true and correct to the best of my knowledge. I understand that any information furnished hereby if found untrue or with any mala fide intentions would result in loss of my candidature and further processing of the application. Join our global team and hone your skills to match with the digital pace.

Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

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