SeniorAdministrator - NetApp FAS, EMC Isilion

Job Summary

Provide 24x7 operational support for O365 Cloud Drive services (OneDrive, SharePoint Online), CTERA for EFSS, BOX or similar cloud drives.• Perform restore and address sync issues by interacting with global customers• Monitor system performance, availability, and ensure adherence to SLA commitments.• Manage incidents, service requests, and problem tickets using ServiceNow.• Perform L1/L2 troubleshooting for issues related to file access, sync errors, permissions, and storage configuration.• Execute root cause analysis (RCA) and implement preventive measures.• Coordinate with Microsoft support, other vendors and internal teams for escalations and complex issues.: Python, ansible or any scripting knowledge. 

Key Responsibilities

Provide Tier 2/3 support to large customer base (agents) who use One Drive, BOX or CTERA PORTAL for daily file storage.Knowledge about using ticketing system for daily operations – Servicenow. Display multi-tasking expertise and patience to troubleshoot critical issues under pressure. Experience with disaster recovery technologies and data replication.Strong communication skills, both verbal and written.

Skill Requirements

Experience in managing One Drive in Office365, CTERA, BOX or any similar technologies Experience in performing File level restoresExperience in SLA/service delivery metrics. Practical knowledge of WINDOWS OS workstation components. Play an active role in Enterprise Service Management including alerts, incidents, service requests, and change management requests related to storage. Identify opportunities for automation and implement using scripts and other automation tools.

Other Requirements

Knowledge about using ticketing system for daily operations – Servicenow. Display multi-tasking expertise and patience  to troubleshoot critical issues under pressure. Experience with disaster recovery technologies and data replication.Strong communication skills, both verbal and written.Automation experience, Written and verbal skills