Veritas Technologies Looking for Technical Support Engineer – Call Home Services at Pune, Mahar[...]

Veritas Technologies; Pune District; On-site; INR 6,00,000 - 8,00,000; Full time

Job summary

A leading technology firm in Pune seeks a Technical Support Specialist to work with customers using the NetBackup Appliance. The ideal candidate will have a technical background, emphasizing server hardware, Linux administration, and excellent communication skills. Responsibilities include monitoring services, incident management, and ensuring customer satisfaction. This position is crucial for maintaining service excellence and requires availability for a 24/7 shift model.

Benefits

Volunteer opportunities

Inclusive workplace culture

Qualifications

• Minimum 2 years’ experience in Technical Operations, ideally in a NOC/SOC setting.
• Minimum 3 years’ supporting server class hardware and storage solutions.
• A-Plus certifications desired.

Responsibilities

• Monitor Appliance and Service Health using monitoring platform.
• Respond to hardware and software events affecting customer appliances.
• Perform incident management by validating incidents and deciding solutions.

Skills

Strong communication skills

Customer satisfaction improvement

Technical Operations experience

Server class hardware support

ITIL Service Management knowledge

Education

Technical or Computer Science Degree

Tools

UNIX

Windows

Oracle Service Console

Job description

Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end – keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.

Veritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.

Veritas Customer Success is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.

About Veritas

Veritas’ vision is to enable organizations to thrive in this new world of digital business.

Did you know that the International Data Corporation (IDC) predicts that data will double every 2 years, reaching 44 zetabytes by 2020? That’s more bytes than gallons of water in the ocean and an exponentially growing problem for businesses. Veritas helps organizations harness the power of their data & turn it into actionable insights.

We believe information is everything! Data is an organization’s digital currency; a critical business asset that is growing in value. We are the only company that provides a data management platform to address the core challenge of accessing, managing, and analyzing all of their data, no matter where it is, in real time – allowing organizations to truly maximize the value of their data.

Job Summary

This role will require you to be working directly with customers of the Veritas who have the Call Home functionality enabled on the NetBackup Appliance. A technical background with emphasis on hardware and Intel-based servers, Linux administration skills, the ability to solve complex activities and accept coaching from senior engineers will add great value to the success of the world-class Appliance Monitoring and Service Delivery platform team. Familiarity with basic networking concepts, server hardware architecture i.e. Disk, Controllers, RAID, BIOS and excellent communication skills both written and verbal is expected.

Successful candidate will have strong customer and case management skills, strong organizational skills and attention to details. Successful candidates must be action oriented, capable of independently managing a steady volume of cases and able to communicate clearly and effectively to both technical and business audiences. Their role is to work closely with the Customer and on-site Field Engineer to provide technical assistance and support for appliance hardware service.

Primary Accountabilities

• Monitor Appliance and Service Health using Veritas’s Appliance and Service monitoring platform.
• Respond to hardware and software events affecting customer appliances and services globally.
• Responsible for adhering to proper service management, delivery processes, and practices.
• Perform incident management by validating hardware and software events and determining the appropriate solution to resolve the incident.
• Work on Veritas Support cases in Oracle service console by updating them to provide action and solutions for alerts generated by Veritas’s Appliance and Service monitoring platform.
• Identify and report service issues associated with Veritas’s Appliance and Service Management platform.
• Engage Shift Leaders as necessary to address any back-end issues, policy concerns, exceptions and any other area where a gap may emerge.
• Provide support and governance for incidents assigned to other Veritas Support teams.
• Participate in Problem Management review and resolution.
• Create and review technical documentation as needed.
• Assess logs and systems files to validate appropriate firmware and patch levels as needed.
• Follow up with Customer post service to confirm the service was successful and the system is fully operational.
• Documenting and uploading evidence in Oracle Service Console.
• Provide status updates to internal stakeholders as required.
• Participate in internal projects that help streamline the processes of our services.

Skills & Competencies

Education: Technical or Computer Science Degree preferred

Strong communication skills (Written & Spoken) and an aptitude for improving customer satisfaction.

Minimum 2 years’ experience in Technical Operations. Ideally this experience would be in a NOC/SOC type setting.

Minimum 3 years’ supporting server class hardware and storage solutions.

A-Plus certifications desired.

Experience with UNIX and Windows based operating systems.

Knowledge of network and Internet based services and protocols.

Experience with ITIL Service Management and Delivery practices.

Ability to interact with vendors, clients and internal teams in a professional and articulate way.

Requires working outside of normal business hours and will be expected to participate in a 24×7 shift model, including rotations.

Job Complexity

Works on problems of limited scope

Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained

Builds stable working relationships internally

Supervision

Normally receives general instructions on routine work, detailed instructions on new assignments under general supervision

Follows established directions

Work is reviewed for accuracy and overall adequacy

Experience / Education / Qualifications

2+yrs of Sys Admin or related enterprise Technical Support

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. We also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! Interested? Then apply and find out more about #TeamVTAS!