Title:  Escalation Engineer

Location: 

Bangalore, Karnataka, IN, 560071

Requisition ID:  104530

Job Summary

As an Escalation Engineer, you’ll work to maintain cloud services performing at levels both promised and expected by our external customer base. You'll work in a highly collaborative environment monitoring and maintaining systems hosting our IaaS model. You’ll be primarily responsible to work on support cases escalated to us in conjunction with customer support services team to ensure resolution is provided to the customer within SLA.

 

This position includes on-call work due to the critical nature of the services we support.

Job Requirements

  • As an Escalation Engineer, you’ll work to maintain cloud services performing at levels both promised and expected by our external customer base. You'll work in a highly collaborative environment monitoring and maintaining systems hosting our IaaS model. You’ll be primarily responsible to work on support cases escalated to us in conjunction with customer support services team to ensure resolution is provided to the customer within SLA. 

    This position includes on-call work due to the critical nature of the services we support.


    Job Requirements

    •    Administer NetApp’s globally deployed storage solutions offering services on cloud.
    •    Respond to incoming cases of client services department as backup during peak times.
    •    Take timely action on alert incidents triggered by our monitoring systems to ensure our systems are highly available.
    •    Head problem resolutions requiring extensive analysis, troubleshooting and escalation to product development.
    •    Conduct extensive troubleshooting of backend databases and identify root cause of data issues.
    •    Engineer and investigate both platform and product issues.
    •    Respond and analyze complex inquiries of technical and functional nature not in routine and require deviation from standard procedures.
    •    Direct clients through issue resolution including customer meetings, status reports and updates.
    •    Identify, propose and enforce escalation process improvements.
    •    Identify customer cases that can be prevented and/or drive appropriate methods to minimize support cases via product improvements.
    •    Implement changes in production environment following change management processes.

     

Key Characteristics

  • Must have extensive experience administering any data storage management product.
  • Experience administering Clustered Data ONTAP is a big plus.
  • Should possess good understanding of TCP/IP, NFS and NAS protocols.
  • Familiarity with operating systems such as Linux, CentOS, Ubuntu and Windows.
  • Ability to conduct performance analysis of storage.
  • Ability to troubleshoot network connectivity using Unix utilities and packet captures.
  • A basic understanding of at least one scripting language similar to Bash, Python, or PERL will be an added advantage.
  • A basic understanding of Azure cloud services will be an added advantage.
  • A basic understanding of structured databases and associated queries.
  • A good understanding of Microsoft Active Directory architecture will be an added advantage.
  • You are generally curious and highly motivated with a passion for ensuring scalable and highly available solutions.
  • Strong interpersonal skills including verbal and written communication skills.
  • You are great at solving problems, sorting meaningful information from noise, and taking action.
  • You have a natural ability to identify and prioritize support cases to reduce turnaround time for customers.

Your Career & Our Vision

So, get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!

 

If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.

 

We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us!  Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition.  Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time with their favorite organizations.  We provide comprehensive medical, dental, wellness and vision plans for you and your family.  We offer educational assistance, legal services, and access to discounts and fitness centers. We also offer financial savings programs to help you plan for your future.  

 

Join us and see what empowerment can do.


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