Storage & Backup Engineer III - (IND - Remote) - R-IND073

Storage Engineer - IIILocation: India Remote Shift Timing: Rotational     Experience: 8 to 12 yearsSkills: SAN, EMC Storage                        PRIMARY RESPONSIBILITY:   The Storage Engineer plays a vital role in Rackspace's support infrastructure by providing exceptional technical support to our customers with a high level of professional care and technical support via the phone and ticketing system. Storage Engineers work with Rackspace's over 18,000 customer base as well as internal departments. As a Storage Engineer, you will align with change and incident procedures. Taking ownership of complex customer solutions and issues. Acting as subject matter expert until resolution is achieved. You will utilize best practices and problem-solving techniques to identify the root cause of problems, while keeping the customer informed throughout the process. You will also maintain, diagnose, and administer customers' environments on various platforms; proactively advising them on potential issues to ensure stability and security. The Storage Engineer is committed to delivering exceptional customer support and maintaining customer loyalty by exceeding their expectations. Ethical judgment is exercised to consistently deliver FANATICAL customer experiences. KNOWLEDGE/SKILLS/ABILITY:  o   Able to communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally on phone with internal and external customers.  o   Must have experience working in enforced change and risk control environments.o   Strong attention to detail, interpersonal and time-management skills. o   Self-motivated; ability to maintain excellence in service with moderate supervision. Strong analytical and problem-solving skills. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support. o   Maintain and troubleshoot Brocade switches including performance monitoring.o   Manage RPA storage systems, including creating and adding journal volumes, creating RSET and CG, decommissioning RPAs, fixing errors in data links and splitter down issues.o   Upgrade/Troubleshooting Unity OE.o   Perform VLUN migration for PMAX and VMAX.o   Review and execute against alerts generated throughout the storage and fabric fleet. Following respective incident, breakfix and/or change procedures based on circumstance.o   Troubleshoot NAS access lost issues, including link down, eth port down, vol/lun issues, and interface errors.o   Arrange H/W replacement activities on all storage platforms, working with cross-functional teams and managing vendors.o   Provisioning Tasks related to both multi-tenant and dedicated storage arrays.o   Manage Escalations (both storage and no-storage related).o   Resolve LUN access lost issues and manage multi-tenant capacity.o   Apply continual service improvement to all elements of your role, local team, global function and wider company.o   Manage critical customer escalations.o   Able to resolve problems in an efficient and timely manner. Able to handle multiple tasks simultaneously without dropping attention to detail.o   Ability to provide FANATICAL support. o   Excellent time management and organizational skills. o   Able to work well under pressure and under stressful situations while supporting a customer base of over 18,000.  JOB COMPLEXITY:  o   Work on Technical tickets and follows pre-defined processes to plan and execute technical change as requested by customers. Responds to queries from customers regarding performance, process and recommendations based on Rackspace best practices. o   Coach team members on developing necessary technical skills that and help team achieve/maintain team level KPIs and Queue health.o   Design, implement, and maintain both multi-tenant and dedicated storage systems, including SAN, NAS, and Object storage.o   Configure and manage storage arrays, switches, and fabrics, including EMC PMAX/VMAX/AFA, Unity, VNX, PowerStore, Netapp(FAS, AFF), and Brocade switches.o   Responding to alerts, requests and escalations. Optimizing storage performance, including capacity planning, performance tuning, and troubleshooting.o   Answers general configuration questions, audits environments, and performs quality control as part of storage fleet management.o   Collaborate with cross-functional teams to ensure smooth deployment, change planning and execution across storage systems alongside other infrastructure components.o   Understand and follow both internal and customer change and incident processeso   Create and maintain storage-related documentation, including standard operating procedures, configuration guides, and disaster recovery plans.o   Responding to storage-related incidents and service requests.o   Maintain knowledge of emerging storage technologies and make recommendations for adoption or improvement for process and procedure o   Provides performance statistics reporting, software reporting, and storage reporting to meet requests by customers and Rackspace leaders. o   Assists with scheduling and working host-side maintenances including, HBAs, Re-kicks, LUN expansions and migrations, Cab migrations, and migration cutovers. ·      SUPERVISION: o  Operates under minimal supervisiono  Expected to reach out to wider team for assistance to perform more complex duties and on any requests not 100% clear on. ·      EXPERIENCE/EDUCATION:  o  Atleast 6 years Storage and Fiber Channel switch experience gained in role with EMC, NetApp, or Brocade experience.o  Bachelor's degree in Computer Science or a related field.o   At the hiring manager’s discretion, additional relevant experience may substitute for the degree  requirements. o    Must have Storage (EMC/Netapp) related valid certificationso   Strong knowledge of Brocade, Unity, PMAX, VNX and NetApp storage systems a must.o   Experience with RPA and/or Pure desirable.o   Experience administrating ECS and Isilon desirable.o   Experience with performance query and capacity management.o   Ability to troubleshoot complex storage issues and escalate critical problems appropriately.o   Excellent communication and problem-solving skills.o   Ability to work independently and in a collaborative environment About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.