Storage Operations Specialist — PowerMax/PowerStore

HCL Technologies Limited; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Sapsf is seeking a Subject Matter Expert (Support & Ops) to drive timely resolution of escalations for EMC Powermax and Powerstore storage solutions. You will mentor team members, prepare SOPs, and ensure quality adherence across incidents and changes.

Lead root cause analysis, coordinate with stakeholders, and produce actionable reports to improve service performance and customer satisfaction.

Qualifications

• In-depth knowledge of EMC Powermax and EMC Powerstore technologies.
• Strong analytical skills for root cause and trend analysis.
• Excellent communication skills for liaising with business stakeholders.

Responsibilities

• Ensure on-time resolution and quality compliance of escalated incidents related to EMC Powermax/Powerstore, adhering to SLA.
• Mentor team members in best practices and SOP development, maintaining thorough documentation.
• Validate change order implementation plans for EMC storage solutions and participate in capacity planning discussions.
• Facilitate customer meetings to gather insights and address issues, ensuring positive feedback on support services.
• Conduct root cause and trend analyses to inform key stakeholders with detailed reports.

Skills

EMC Powermax/Powerstore knowledge

Root cause & trend analysis

Effective communication with stakeho​l

Documentation & SOP preparation

Education

ITIL Foundation

EMC Storage Solutions Certification

Job description

Requisition ID177272-Posted10/07/2026

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalations and incidents, adhering to SLA and quality standards. This position is vital in enhancing customer satisfaction through effective communication and collaboration within the organization.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents Related To Emc Powermax And Emc Powerstore Storage Solutions, Adhering To The Agreed Sla.
2. Mentor Team Members In Best Practices For Emc Powermax And Powerstore, Prepare Standard Operating Procedures (Sops), And Maintain Thorough Documentation To Support Operational Excellence.
3. Validate Change Order Implementation Plans For Emc Storage Solutions And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Discussions.
4. Facilitate Customer Meetings To Gather Insights And Address Issues, Ensuring Positive Customer Feedback And Satisfaction Regarding Support Services.
5. Conduct Root Cause Analysis And Trend Analysis To Validate Findings And Prepare Detailed Reports To Inform Key Business Stakeholders About Performance Metrics And Improvement Opportunities.

Skill Requirements

1. In-Depth Knowledge Of Emc Powermax And Emc Powerstore Technologies
2. Strong Analytical Skills For Conducting Root Cause And Trend Analysis
3. Excellent Communication Skills For Liaising With Business Stakeholders
4. Proficiency In Preparing Documentation And Sops For Operational Processes

Other Requirements

1. Optional Certifications In Emc Storage Solutions Or Itil Foundation May Be Valuable For This Role