| Job Description | Description
HP Outsourcing Services (OS) offers managed storage solutions to internal and commercial customers globally. Data growth is staggering and the demand for knowledgeable professionals who can provide value-added services is high. MS is positioning itself as a leader in this market segment and is seeking to hire people with the right skills to meet the demands of its customers.
Job description
This position is responsible for the technical and process management of Storage and Backup Services for a set of commercial customers. You will be involved in the daily management of services, including Incident Management, Problem Management, Change Management, and Capacity & Performance Management. Your primary objective is to ensure services are meeting expectations as defined in the Service Level Agreement for assigned customers and account managers. In addition, this person will deploy standard technical solutions as part of either a Change Request, or an implementation of a new customer or service.
This is a customer-facing role that requires a professional, can-do attitude. You will work across multiple cross-functional teams to develop solutions and solve complex problems.
In this position, you will be asked to perform a combination of these duties:
Delivery
- Build, test, and implement new Storage & Backup solutions and services into production.
- Pro-actively manage the service for a set of customers, providing technical and process oversight for all Storage & Backup services.
- Represent the Storage Management organization in all account-specific meetings.
- Incident Management - Act as deep technical escalation for Storage & Backups service issues and outages. This includes escalation management, technical troubleshooting, engagement of other technical resources (onshore and offshore), and facilitation of satisfactory resolutions.
- Problem Management - Develop action plans, correct root cause of technical problems, and lead escalations.
- Change Management - Plan and oversee planned changes.
- Manage process improvement and cost reduction projects.
- Manage delivery work among L1, L2, and L3 support resources/organizations; address gaps and opportunities for service improvements.
- Keep software and firmware version current, ensuring compatibility with all components in the infrastructure.
- Produce a monthly business scorecard and share with the account manager and Tower manager how the service is meeting SLA requirements.
- Pro-actively manages the capacity and performance of the Backup infrastructure relative to the forecasted demand provided by the customer and account manager.
- Provides consulting to customers who are seeking to obtain more information about Backup services and solutions offered by Managed Services.
Transition
Work with Transition manager to assume management responsibility of a new customer. This may include:
Performing due-diligence and providing assessments and recommendations of the environment.
Documenting procedures in standard tools.
Attending project meetings and providing status updates on action items.
Validate solutions developed outside of the delivery organization will meet expectations and sign off before accepting in delivery.
Qualifications
Qualifications Expected
A BS/MS in Computer Science, Information Systems, Engineering
At least 6 years’ track record in consulting/IT management
Must possess Expert level knowledge in at least one of these areas:
Storage Management (3+ years)
Backups Management (3+ years)
Outsourcing Delivery/Service Management (5+ years)
Solution Integration (3+ years)
Storage Management Skills:
SAN Technologies (Cisco SAN Fibre switches)
EMC Symmetrix, DMX, and Clariion
EMC ECC software suite (for Symmetrix/DMX)
EMC Navisphere software suite (for Clariion)
EMC SRDF, Business Copy, and Timefinder
Information Lifecycle Management best practices
Backup Management Skills:
Tivoli Storage Manager
Enterprise Library Mgmt (SUN, HP) and ACSLS stations
Virtual Tape devices
Database backups integration (Oracle, SQL, DB2)
Open file manager software
Media Management software
Backup reporting software (VBR, Command Central , Aptare)
Operating System knowledge of above technologies for:
HP UNIX
Sun Solaris UNIX
Windows Servers (2000, 2003, XP, etc.)
Linux
Additional skills:
Flexibility to work some unexpected hours and available for oncall after-hours escalations
Perl and UNIX shell scripting
Database (Oracle, SQL, etc) exposure
Excellent communication skills, both written and verbal in English
Working knowledge of hardware platforms such as Sun, HP-UX, and blade servers |
| | Company | | Hewlett Packard | Job Code | | ITO Service Delivery Consultant III - Storage & Backups Specialist | State or Province | | Florida | | |
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