Appliance - Advanced Services Engineer (ASE)

Job Description

About VERITASVeritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.Veritas supports 500 data sources, 150 storage targets, 50 clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.Veritas Customer Success is responsible for ensuring that Veritas customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.Veritas Appliance Services team is seeking an Advanced Services Engineer (ASE), reporting to the Manager, Technical Support. This person will be responsible for working in our Veritas Appliance Services (VAS) team as part of a cross functional internal and external team to remotely complete the technical portion of new appliance installations, configurations, and physical appliance upgrades. This position will be working alongside the VAS Project Managers (PM) who plan the scheduling, preparation and closure of appliance services purchased.Veritas Appliance Services: A team of appliance specific PM s and ASE s who partner to deliver services purchased by our customers. Services include standard appliance installation (rack and stack, IPMI configuration, and basic appliance configuration), premium appliance installation (rack and stack, IPMI configuration, and partnership with Veritas consulting organization to deliver in depth appliance configuration), and physical upgrades of components such as storage shelves, memory, and NIC and HBA cards.Responsibilities of the role include, but are not limited to, the following:

• Review details of assigned engagement to ensure all technical details required are provided.
• Flag any unsupported configurations or problematic planning details to the PM.
• Oversee the onsite field engineer s activities, ensuring accuracy of work on site.
• For an appliance installation, verify the field engineer has configured IPMI correctly and test functionality.
• Run a hardware check on the appliance to ensure all hardware components are healthy.
• For an appliance upgrade, ensure field engineer has successfully completed physical work, appliance is brought back online, and all components are healthy.
• If issues arise during the engagement, troubleshoot and resolve common problems.
• For more challenging issues, work alongside support TSEs to create a case, troubleshoot, and resolve the issue.
• Gather all necessary tests, logs, and documentation to update case management systems when engagement is completed.
• Formally hand the customer communication back to the PM for closure.
• Participate in meetings necessary for preparation of service activities.
• Contribute to various projects to support the team, including support new models and services.

KnowledgeVeritas Appliance HArdwre and Platform Knowledge including FLEX technologiesExperience across multiple of the following core technologies, including desired secondary knowledge:

• Operating Systems, UNIX Servers. Relevant platforms include Linux, Solaris, AIX, HP-UX, UNIX/Linux
• Good knowledge of OS administration, Patch & Package Management & OS specific debugging tools
• Experience with logical volume management (LVM) & Volume Manager concepts
• SAN/NAS experience in storage technologies, Storage Topologies, & RAID concepts
• Multipathing concepts (MPxIO, Powerpath, HDLM)
• Basic knowledge on:
  • Core & Crash dump Analysis
  • Kernel and User mode crash dump analysis
• Performance monitoring & troubleshooting tools
• Networking Fundamentals: TCP/IP, DNS, DHCP, NFS
• Infrastructural Technologies: Active Directory & Exchange (II)

Working knowledge in one or more of the following technologies:

• Cross platform server environments and Server Hardware
• Virtualization technologies: VMWare, Zones/LDOMS, KVM, HACMP, Hyper-V
• Disk arrays such as EMC Storage, Hitachi, IBM and other
• Replication and disaster recovery solutions
• High Availability Technologies and Clustering concepts
• Experience in Basic Scripting (Perl & Bash)
• Industry standard certifications: Networking, Solaris 10/11, Linux (RedHat/SuSE), IBM AIX, HP
• Networking Protocols, Network Topologies and overall Network Landscape
• Knowledge of Storage Systems: Block and File (SAN & NAS); Cloud Storage (Google, AWS, Azure), Hyper-converged

Skills & Competencies

• Qualifications and Skills
• Spoken and written fluency in English required. Additional language skills are preferred.
• Requires industry knowledge in supporting or installing hardware support.
• Ability to take ownership of support issues that arise during the service and drive to completion.
• Requires excellent written communication and recording of services completed.
• Experience in a datacenter or remotely working with storage solutions support preferred.
• Prior experience of partnering with third party vendors.
• Ability to partner cross functionally both internally and externally.
• Ability to interact with customers, vendors, clients in a professional, articulate way.
• Clear and proactive communication skills required.
• May require flexible or changing working hours.

Job Complexity

• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Networks with senior internal and external personnel in own area of expertise

Supervision

• Normally receives no instruction on routine work, general instructions on new assignments
• Work is evaluated upon completion to ensure objectives have been met
• Provides guidance to team members

Experience / Education / Qualifications

• Diploma holders / Graduates / Postgraduates in Engineering / Science
• 5 years of Sys Admin or related enterprise Technical Support Certification in one s product area
• 5 years experience providing 2nd /3rd level support in an enterprise class product company, or
• 5 years experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. We also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! Interested Then apply and find out more about #TeamVTAS!,

Keyskills :
volume managercustomer supportvolume managementdata centerlanguage skillsproduct portfoliodata servicesemc storageibm aixactive directoryproject managerscloud storagefortune 100enterprise datatechnical supportlive productiondisaster recove