Enterprise Services Engineer

Job Description

The Enterprise Services Engineer is a hands-on technical resource that provides L2/L3 support for our enterprise customers. This individual will have a general understanding of many infrastructure technology verticals and operating systems and should have at least one core area of expertise. The candidate will need to have strong communication and problem-solving skills along with a strong willingness to learn new technologies. DUTIES AND RESPONSIBILITIES Performing Backup & Restore operations within RTO&RPO Performing Health checks on client environment like Backup status, Aux copy status, data aging and library space; Installation of different Commvault agents on client computers; Working on root cause analysis for backup failures; Configuration/de-activation of backup policies for new and de-commissioned clients; Working on Tape library issues like drive mount issues; Upgrading service pack for all the clients in a timely manner. Pro-actively monitor for the slow backups, Hung jobs, long queued Jobs in the environment and take necessary action; Working on Media agent communication issues and troubleshooting; Knowledge of configuring disk library, Tape library and cloud library and upgrade of IBM& HP tape library; Configure and troubleshoot VM backups on Hyper- V, Nutanix & VMware; Perform Restores for client data which includes File system, SQL, Oracle, SAP HANA, Sybase Oracle RAC Backups; Upgrade Commserver and Media agents to latest SP; Troubleshooting SAP HANA, SYBASE backups, SQL backups, ORACLE and Windows File system & Linux FS backups; Sending Daily Reports to customers by mentioning all Backup issues and necessary actions to be taken on Backup failures; Analyzing the Major incidents which occur in Day-to-Day operation.; Attending conference calls with vendors, resolver groups and management; Analyze and resolve escalated problems and make SOP for future reference; Restorations of the files, folders, System State, and some databases as per request from clients; Troubleshooting and resolving backup failures due to hardware and software errors.; Assisting customer to add new servers to Backup rotation; Media management (Recalling tapes from offsite and coordinating with vendor to deliver it onsite Tape loading / Unloading); Taking care of Ad hoc Backup and Restoration Requests. Ensure that customer satisfaction levels are exceeded; Actively working on new projects [New installations of Commvault]; Creating storage policies, sub-client policies and schedule policies; For drive down issues coordinated IBM and Datacenter to resolve drive issues; Load Balancing on media agent to run Backups smoothly without space issues; Discussing failures and remediation techniques in team meetings daily; Preparing process documents for Quality and audit purpose; Working Knowledge on CommServ, Media Agents and Client Configurations; Analyzing the risk factors and cost factors to maintain the data continuity services; Participate in hurdles aimed at sharing knowledge with colleagues to develop more efficient resolutions; Interacting with the client, analyzing the business requirement & suggesting the best solution for data protection based on application and business requirement of End user; Working knowledge on cloud Backup configurations and restoration from cloud to on-prem; Configuring high availability and Live Sync on customer environments; Knowledge of workflow operations in CommVault; Media agent Sizing requirements and troubleshooting High Q & I issue; FREL server configuration and troubleshooting browse issues at the time of Granular level restore; IntelliSnap Backup configuration and troubleshooting on storage Array issues; Working knowledge on Commvault Metallic cloud. QUALIFICATIONS & REQUIREMENTS 8+ years experience as a technical IT resource; 6+ years supporting or delivering in an enterprise-level environment; Experience in the following technology areas, expertise in 3; Windows Linux/UNIX Virtualization Storage (On-prem or cloud-based) Network/ Security UCS Commvault Exchange