Job Summary Overview

Role - Storage SME (L3)

Experience Level - 8 - 12 Years

Job Location - Hyderabad / Bengaluru

Job Type - Full-Time

Support Model - 24x7 Operational Support & Project Engagements

Key Responsibilities

- L3 Escalation Point: Serve as the final technical escalation point for complex storage incidents and problem management.
- Storage Administration: Administer, monitor, and support enterprise storage platforms including NetApp, and Dell EMC.
- SAN Management: Manage SAN infrastructure including Cisco MDS/Brocade switches, zoning, masking, and complex connectivity troubleshooting.
- NAS Configurations: Configure and support NAS technologies such as CIFS, NFS, and general file services.
- Lifecycle Management: Lead storage migrations, firmware upgrades, capacity expansion, and hardware lifecycle activities.
- Disaster Recovery (DR): Implement and support DR solutions leveraging SnapMirror, SnapVault, and replication technologies.
- Operational Excellence: Drive automation, continuous service improvement (CSI), and operational standards.
- Cross-Functional Collaboration: Collaborate with infrastructure, cloud, backup, database, and application teams to ensure service reliability.

Skill Requirements Must have Skills:

Technical:

- 8 years of dedicated experience in Enterprise Storage Administration.
- Deep technical expertise in NetApp ONTAP, and general SAN/NAS administration.
- Hands-on experience configuring and zoning Cisco MDS and Brocade SAN Switches.
- In-depth knowledge of Storage Protocols (Fibre Channel, NFS, CIFS).
- Solid experience implementing disaster recovery workflows via storage-level replication (SnapMirror/SnapVault).
- Familiarity working within structured ITIL-based operations using ServiceNow.

Non-Technical

- IT Service Management (ITSM): Deep practical knowledge of ITIL frameworks, specifically managing Incident, Change, and Problem Management workflows within ServiceNow.




- Vendor Management: Experience collaborating directly with OEM support (NetApp, Dell EMC, Cisco) to drive hardware replacements, firmware bugs, and advanced troubleshooting.
- Technical Documentation: Ability to write and maintain explicit standard operating procedures (SOPs), technical runbooks, and detailed Root Cause Analysis (RCA) reports.
- Stakeholder Management: Strong ability to interact with global client stakeholders (like Reckitt), manage expectations during outages, and translate complex storage issues into business impacts.
- SLA & Delivery Ownership: Proven track record of adhering to strict Service Level Agreements (SLAs) for enterprise-tier storage environments.

Other Requirements Valuable to Have Skills:

- Scripting and automation knowledge using PowerShell or Python to automate provisioning and volume metrics.
- Familiarity with hybrid cloud environments and exposure to cloud storage services (Azure/AWS).
- Experience mentoring junior (L1/L2) engineers and drafting technical runbooks.

Soft Skills:

- Crisis Management: Ability to remain calm, focused, and decisive during high-pressure P1/P0 incidents (e.g., storage fabric outages or data corruption risks).
- Analytical Thinking: Exceptional problem-solving skills to dissect complex, multi-layered storage and network bottlenecks.
- Cross-Functional Collaboration: A strong team-oriented mindset to work seamlessly across siloed application, database, backup, and cloud teams.
- Proactive Autonomy: Highly self-motivated with a proven ability to work independently and take end-to-end ownership of critical storage services.
- Technical Mentorship: A coaching-oriented approach to guide, support, and upskill L1/L2 engineering teams.

Certifications:

- Highly Desirable: NetApp Certified Hybrid Cloud Administrator / NetApp Certified Data Administrator (NCDA).
- Preferred: Cisco Certified Network Professional (CCNP) Storage, Brocade Certified Fabric Administrator, or ITIL Foundation v4.

📌 Track Manager (Support & Operations) (India)
🏢 HCL Technologies
📍 India