Private Cloud - Backup Engineer

Job Description

Role Scope: Job Title: Private Cloud - Backup Engineer Department: Operations Team: Backups Team, Service Desk Manager: Service Team Leader Location: Ahmedabad Role Purpose: Deliver the best possible customer experience with a client first mentality. Understand and address issues raised in customer-submitted Backups tickets. Monitor and deal with the Backups ticket queue throughout the shift. Perform regular initiative-taking backup monitoring checks for clients. Achieve Service Desk SLA & KPIs. Provide excellent service to customers. Work cohesively with the team, using clear internal communication. Key Responsibilities: Customer Requests: Investigate and respond to customer requests related to backup platforms (Avamar, Asigra, Cohesity, Veeam, Arcserve) and other relevant technologies. Provide excellent service with a client first mentality. Utilize standard processes and personal knowledge to identify suitable solutions. Assist other departments as needed. Update and maintain internal process documents. Function as a liaison between customers and 3rd party suppliers. Administration and Documentation: Complete all associated administration and documentation accurately. Identify opportunities for process improvement. Internal Escalations: Point of contact for internal escalations related to backup platforms. Consult with colleagues to transfer and escalate tasks appropriately. Customer Communication: Contact customers to gather information and provide regular updates on request status. Consult with external 3rd party suppliers for customer support. Assist with training and mentoring junior colleagues. Communicate with internal stakeholders from various departments. Knowledge & Skills: Familiarity with internal systems (Deskpro, Myservers, Control Panel, Secrets, Wiki, Arcserve, Asigra/BTL, Avamar, Cohesity, Veeam, IOBM, Vsphere). Strong problem-solving and customer service skills. Ability to prioritize and manage time effectively. Effective coaching, mentoring, and communication skills. Conflict de-escalation and resolution skills. Performance Output: Conduct tasks in line with departmental SLAs. Manage and progress assigned tickets constructively and in a timely manner. Ensure high quality in all tickets, including accurate administration and management. Highlight potential process improvements to enhance customer service.