JOB SUMMARY

The Systems Engineer III – Storage & Backup is responsible for the support and delivery of the Storage environment with secondary responsibilities for the Backup environment. The Systems Engineer III – Storage & Backup will identify and proactively respond to medium to high complexity system problems.  The Systems Engineer III – Storage & Backup will troubleshoot and correct complex, sometimes ambiguous problems that affect operation of the environment.  In addition, the Systems Engineer III – Storage & Backup will analyze current processes and procedures for possible improvements, as well as develop and maintain documentation of their assigned environment.

ESSENTIAL FUNCTIONS

Systems Engineering - Architects, implements, and supports infrastructure and technologies.

• Design and create systems and architectures
• Model solutions of varying complexities and creates strategies that consider all aspects of the customer’s requirements and problems.
•  Frame the essence of the customers issue and build scalable and adaptable solutions while considering the larger stakeholder community.
• Propose migration path strategies for upgrades.
• Gain stakeholders buy-in, eliminates ambiguity, and ensures traceability to source requirements.
• Prior to commitment to change, consider impact and mitigate and address issues.
• Review existing technologies for vendor support and end-of-life information
• Support the deployment, operations, and maintenance of infrastructure technologies                    
• Contribute to identifying migration path needs
• Takes initiative in resolving problems that are ambiguous
• Assist the team with investigating, testing, making recommendations, and implementing solutions
• Assist the team in framing the essence of the customer’s issue, and builds scalable and adaptable solutions, while considering the larger stakeholder community    
• Present unbiased positions to customers and explain ideas in understandable terms 

Technical Support - Ability to understand internal/external customer technologies and problem resolution techniques.

• Administer, monitor and support all aspects of Storage & Backup environments
• Apply knowledge to identify and proactively responds to high complexity system problems                                                                           
• Work to develop additional technical knowledge and skills
• Perform system maintenance activities
• Develop and maintain documentation of assigned environment
• Anticipate problems; sees how a problem and its solution will affect other areas                                                                                                                    
• Analyze current processes and procedures for possible improvements                                                                                                                        
• Evaluate new technology as potential solutions to existing problems
• Identify opportunities for more efficient and effective operations through the implementation of automation and monitoring.
• Evaluate reported problems, determine issue severity and collaborate with other IT departments to resolve the reported issue. 

• Support for Disaster Recovery environment by engaging with appropriate IT teams as needed.
• Administer tools that generate daily, weekly, monthly backup reports, and provide that backup reporting to management, IT personal and subsidiaries as required.
• Provide support for annual audits by generating and providing reports to auditors and updating tickets that prove that failures have been investigated.
• Participate in all Storage and Backup technology upgrades and implementations that are intended to support and enhance recovery efforts and providing support to all backup related initiatives.
• Provide on call and onsite support for Storage and Backup environments.

SUPPLEMENTAL DUTIES & RESPONSIBILITIES

• Pursues training and development opportunities; Strives to continuously build knowledge and skills
• Assist personnel in other RTS departments to resolve technical and/or application issues
• Provide onsite support at the Phoenix and Atlanta area datacenters, when required.
• Other duties as requested

CORE COMPETENCIES 

Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).

     Able to:

• Frame problems before trying to solve them                                                                                                                         
• Seeks advise from those who've solved similar problems                                                                                                   
• Follow up to ensure that the problem remains solved                                                                                               
• Documents and disseminates identification and resolution of problems to avoid future redundant work efforts
• Breaks down problems and identifies all of their components
• Provide insight into the root-causes of problems                                                                                                                                               
• Anticipate problems and is proactive in addressing them 
• Asks perceptive questions to seek optimal solutions    
• Involves the team in problem solving
• Generate a range of solutions and courses of action with benefits, costs, and risks associated with each
• Explore various sources for answers, and things outside the box to find options.
• Open to other’s ideas to help develop solutions.
• Help others cultivate their problem-solving skills.   

Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.

     Able to:

• Weigh pros and cons of each option before making a decision and moving forward.
• Follow up to ensure that decisions were implemented.
• Gather data and others' input when making decisions                                                                                                              
• Consider lessons learned from experience, differing needs, and the impact of the decision on others                                                                     
• Escalate decisions when appropriate
• Balances analysis, wisdom, experience, and perspective when making decisions                                                                              
• Finds solutions that are acceptable to diverse groups with conflicting interests and needs

Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.

     Able to:

• Assist in creating strategies to help the organization serve customers
• Provide service to internal and external customers to meet or exceed their needs and expectations    

• Listen to concerns and resolves complaints effectively and promptly                                                                                                              
• Commit to continuous improvement                                                                 
• Ensure and comply to customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system  
• Establish relationship with customers providing education as appropriate                                                                                                                
• Deliver high quality solutions   

Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.

     Able to:

• Acknowledge team members for their contributions
• Provide assistance to others when they need it
• Work for solutions that all team members can support
• Effectively persuade and influence team members to achieve goals
• Seek to resolve confrontations and disagreements constructively
• Establish rapport with co-workers easily
• Works with others to achieve goals
• Listen and responds constructively to other team members' ideas                                                                                                               
• Encourage and facilitates cooperation, pride, trust and group identity                                                                                     
• Foster commitment and team spirit
• Offer support for others' ideas and proposals
• Is open with other team members about his/her concerns.
• Shares his/her expertise with others.         

Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.

     Able to:

• Set well-defined and realistic goals                                                                                             
• Accept responsibility for mistakes                                                                                                                                   
• Comply with established policies and procedures                                                                                              
• Take ownership of ensuring successful outcome of work assignments/projects                                                                                                                                        
• Minimize re-work                                                                                           
• Seek out learning opportunities                                                                               
• Identify training needs and takes action to obtain knowledge
• Facilitate between own functional area and areas below or above in the work stream as needed  
• Allocate work were applicable
• Anticipate and adjusts for problems and roadblocks
• Persistently push self and others for results
• Display a high-level of initiative, effort, and commitment towards completing assignments  
• Provides consistency between projects

Company Business Knowledge - Understands the company, its products and the business processes.

     Able to:

• Has broad Reliance business knowledge and integrates it into optimal technology solutions for business processes.

Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.

     Able to:

• Share ideas and perspectives and encourages others to do the same
• Keep others informed of new developments
• Clearly express information taking into account the audience and nature of the information (for example, non-technical, sensitive, controversial).
• Ask questions and summarize what was heard to mitigate miscommunication
• Present information in a concise and focused manner
• Listen to others
• Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner      
• Produce written information, which may include technical material that is appropriate for the intended audience

Leadership – Displays effort and commitment in carrying out the department’s goals and objectives.

     Able to:

• Guide others toward goal accomplishment
• Consider and respond appropriately to the needs, feelings and capabilities of different people in different situations
• Share best practices and processes
• Act in a proactive and achievement-oriented manner
• Treat co-workers in a fair and equitable manner
• Behave in a tactful, compassionate, and sensitive manner
• Empower others by sharing information                                                                                           
• Actively listen and clarify information as needed                                                                                                                                             
• Foster an atmosphere of open communication 

Required Skills

• Bachelor’s Degree or equivalent work experience in a related field required
• 7+ years’ experience in a Storage and Backup role for an IT organization required, preferably in a large enterprise setting with multiple operating platforms (Windows, Linux, VMware, AIX, IBMi, etc.)
• 5+ years’ exposure to Dell/EMC VMAX/PowerMAX required
• 5+ years’ exposure to Brocade SAN Switching required
• 3+ years’ exposure to Dell/EMC XtremeIO required
• 3+ years’ exposure to Dell/EMC Isilon, CIFS/NFS required
• 3+ years’ exposure to Pure Storage required
• 3+ years’ exposure to Dell/EMC RecoverPoint and Zerto Disaster Recovery replication preferred
• 3+ year’s exposure to Cloud technologies required, including Azure (with Azure File Services AFS) and AWS
• Knowledge and experience with a variety of scripting languages such as Powershell, batch files, etc. a plus
• Ability to think outside the box
• Resourceful, excellent troubleshooting skills
• Understand current security threats and be able to work with others to proactively protect environment
• Understanding of networking concepts and technologies including TCP/IP, DNS, DHCP, etc. required
• Excellent analytical, verbal, and written communication skills required.
• Ability to influence, communicate effectively and interact with diverse personalities required.
• Exposure to Commvault Complete and Metallic SaaS backup preferred
• Must be self-motivated and able to work independently, with minimal supervision and as part of a team
• Detail oriented with excellent interpersonal communication and customer service skills.
• Must have strong organizational skills and multi-tasking skills in order to meet required deadlines in a fast paced work environment