SUMMARY:

• Provides administration, technical support and engineering for the client s Enterprise Storage Environment (SAN Storage and Backup & Recovery).
• Specific deliverables for Operations are daily ticket service request handling and incident management in terms of overall availability/performance.
• Project deliverables include system specifications, implementation plans, documentation, ongoing performance management and capacity planning for the existing devices within the Storage Environment.
• This includes the allocation of SAN Storage and Backup resources, storage migration activities, upgrades and reporting functions to meet negotiated service levels.
• These services require 24x7x365 high availability environment. High level of operational support is required including on - call rotation and off-hour deployments.
• Collaborates on and implements architecture recommendations, performs design related to application integration, system administration, problem management, preventive maintenance, and performance tuning, all within best practice standards.
• Allocates SAN storage to Unix and Windows systems via redundant switches with the appropriate zoning and LUN masking.
• Supports Multi-Client SAN and TSM Backup Environment within general guidelines, manages priorities based upon severity, work-flow and time constraints.
• Configures and maintains LUNS and Zones.
• Implements and maintains all associated hardware including Fabrics, Disk Arrays, Tape Library, TSM Master Servers and related Tape Infrastructure
• Assists in implementation and support of SAN attached application servers.
• Migrates data between storage frames and storage tiers via host or storage controller based software.
• Collaborates with other Systems, Automation, Networking and Applications staff to resolve technical issues as required.
• Effectively applies problem management procedures towards quick and effective problem resolution, fulfilling all appropriate post-incident documentation in a timely manner.
• Participates in the development of enterprise storage plans and technology standards.
• Participates in requirements gathering and issues development for potential Engineering efforts.
• May perform evaluation assessments, lab integration and field trials for new technology solutions, convergence or consolidation opportunities and potential technology upgrades or redesign efforts.
• Generates project schedules in cooperation with Operations, Engineering and Architecture to deliver storage for the enterprise.
• Operates and maintains the hardware and software related to Tape Drives and an Enterprise Tape Library from a variety of vendors.
• May be required to review and maintain backup exception reporting. Develops and remediates any backup issues.
• Analyzes performance statistics at the disk frame and host level to verify disk I/O health and identify any bottlenecks.
• Establishes process to collect performance data, format into a “user-understandable” report and distribute to a list of customers.
• Ensures hardware microcode levels are accurate/ up-to-date.
• Works with the vendor to ensure the timely delivery of microcode reports, and facilitates internal Change Management requirements for this external support staff.
• Deploys quarterly, monthly and as needed hardware and software patches through the internal Change Management process.
• Implements hardware and software upgrades and patches. Researches “Generally Available” code levels.
• Collects and reviews capacity data to ensure the continuous availability of service and best utility of client’s capital assets.
• Analyzes collected data to establish monthly and quarterly trends towards the allocation of inventoried assets, and annually to support accurate budget planning.
• May be called on to suggest strategies and advise management in both short and long term capacity management.
• Collects capacity data, format into a “user-understandable” report and distribute to a list of customers.
• Collects and reviews capacity data to ensure the continuous availability of service.
• Develops and distributes utilization reports.Provides level 2 and level 3 operational support, incident management and problem management resolution:
• Functions as a member of the on-call rotation team.
• May be required to work off-shift hours due to project installations or data migrations.
• Adheres to Change Management policies and established enterprise standards.
• Adheres to security processes and policies.
• Experience in a mid to large storage and backup high availability environment as typically acquired in 6 to 8 years.
• Brocade/Cisco SAN Switches and IBM, HP, Hitachi, EMC, NetApp and SUN Disk Subsystems is preferred.
• Proven experience working within incident, problem and change management programs and developing maintenance plans related to Storage environments is preferred.
• Storage Resource Management tools, Backup & Recovery tools and Disaster Recovery are highly desirable.
• Demonstrate level 2 to level 3 expertise of current SAN and Backup environment.
• Experience within a healthcare environment is desirable.
• Troubleshoot most complex problems and escalate as appropriate; identification through resolution.
• Manage and/or be involved in multiple projects at the same time and deliver quality service.
• Proven knowledge of storage performance, data replication, SAN based backup, load balancing, storage virtualization methods and SAN zoning/provisioning is desirable.
• Expert organizational skills and ability to prioritize multiple projects and objectives in a rapidly changing environment.
• Work independently and as part of a team.
• Excellent written and verbal communication skills.
• Articulate highly technical user needs in a concise manner easily understood by all levels of the organization.
• Excellent customer service skills including responding to user needs in a prompt, courteous manner.