Overview
This role is to drive and ensure the technical assurance is performed during the operational support of the storage and backup capabilities, some of the key process areas includes Service Introduction process, Major Incident management process, Problem Management process, Change and Release process etc.
Act as the Point of Contact for the Storage and Backup related issues and technical SME for doing the review on the various deliverable of ITIL process areas.
Responsibilities
Define and understand the resilience & reliability strategy & technology road-map for storage related transformation
Provide recommendations to optimize applications capacity cost optimization & solve issues.
Identify emerging technology patterns to expand capability in injazat
Identify toils and strategize the automation to continuously improve the maturity.
Perform the ticket categorization review and identify the technical debts in the storage and backup area and drive the continuous service improvement to eliminate the technical debts
Continuously improve the Transformation process through a closed loop feedback mechanism
Create the benefits realization plan and measure outcomes to gauge effectiveness of transformation
Ensure the quality of the Root cause analysis on technical front is reviewed before deliver to customer
Liaise with the Business, Venders and IT stakeholders (both internal and external) during Storage and backup restoration related Incident Problem Management tickets
Ensure periodic trend analysis (Severity 3/4) of incidents related to storage and backup to identify problem areas and implement permanent fixes
Technical details on known errors are added to the KEDB along with the work around information shared with team
Ensure incident recurrence is monitored for a defined period after deployment of permanent fixes
Perform technical Review and provide the feedback during the pre-sales phase of the pursuit
Understand the nonfunctional requirements on storage and back up area
Understand customer business and technical landscape with respect to storage & backup requirements and document capacity planning requirement of the application
Conduct service deliverable audits; Guide Go/No Go for critical releases and service introduction
Comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
Follow approved departmental policies, processes and procedures so that work is carried out in a controlled and consistent manner.
Experience with Cloud storage knowledge Blob/S3/GCP Cloud Storage
Excellent knowledge on SAN / NAS / FC Switches / Backup Appliances /Tape Libraries
Experience with Data Migration, Replication, Switch Zoning & Fabric merging
Understanding of cloud computing architecture, technical design, and implementations, including IaaS, PaaS and SaaS delivery models
Contribute to the identification of opportunities to take part in change initiatives, programmers and projects that reflect international best practice and changes in the competitive environment.
Prepare statements and reports timely and accurately to meet INJAZAT and departmental requirements, policies and standards.
Perform other related duties or assignments as directed.
Qualifications
Bachelor’s Degree in technology
ITIL Expert (v3) or similar frameworks
10+ years’ experience in information technology, service transitioning and customer on boarding
Bachelor’s Degree in Computer Science, Technology, or a related field of study preferred.
Especially demonstrate the technical knowledge on the Storage, back up and restoration related area
Experience in stakeholders’ management across multiple streams, projects and operations.
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