Key Responsibilities

- Investigate and respond to customer requests using agreed processes to identify and deliver the most appropriate solution. This includes, but is not limited to:

- Backup Platforms: Avamar, Cohesity, Arcserve, Commvault, Saira, Veeam, and other backup solutions as required.
- Backup Operations: Backup schedules, retention policies, recovery concepts, and restoration processes.
- Infrastructure Services: Storage, replication, and disaster recovery (DR) solutions.
- Monitoring & Troubleshooting: Backup monitoring, job reviews, log analysis, troubleshooting, and issue resolution.
- Stakeholder Management: Customer and vendor coordination while adhering to defined escalation procedures.

- Deliver excellent customer service with a strong customer-first mindset.

- Utilize established processes, knowledge, and experience to determine the most suitable resolution for customer queries.

- Collaborate with and support other departments as required.

- Maintain and update internal process and operational documentation.

- Act as a liaison between customers and third-party vendors to coordinate and drive issue resolution.

- Complete all required administrative activities and documentation accurately and in a timely manner.

- Identify opportunities for process improvement and communicate recommendations to relevant stakeholders.

- Serve as a point of contact for internal escalations related to backup platforms and services.

- Coordinate with colleagues to transfer and escalate work appropriately, ensuring all relevant information is communicated clearly.

- Participate actively in Microsoft Teams channels and discussions, contributing to the resolution of customer requests and service issues.

- Contact customers via phone, email, and ticketing systems to gather information and provide regular updates on request status and progress.

- Engage with third-party suppliers to arrange support and assistance for customer-related issues.

- Perform initial troubleshooting of backup job failures, identify probable root causes, and resolve common issues within defined 1st Line Support responsibilities.

- Escalate complex incidents to L2/L3 Support Teams with complete troubleshooting details, error evidence, findings, and actions already taken.

- Support standard backup-related service requests and help maintain service availability in accordance with customer SLA commitments.





- Assist with monitoring activities and proactively review logs to identify service risks, recurring issues, and potential failures.

- Communicate effectively with internal stakeholders across departments and business units, including:

- Team Leaders
- Incident Managers
- Service Request Team
- Incident Management Team
- Service Delivery Managers
- 1st Line, 2nd Line, and 3rd Line Support Engineers
- Infrastructure, Network, and Development Teams
- Account Managers

This role requires solid technical troubleshooting skills, excellent communication abilities, customer-focused service delivery, and effective collaboration with both internal and external stakeholders.

Knowledge & Skills

Technical Knowledge

- Exposure to enterprise backup platforms, including Avamar, Cohesity, Arcserve, Commvault, Asigra, Veeam, and other backup solutions as required.
- Experience with backup job monitoring, failure analysis, and initial troubleshooting of backup-related incidents.
- Understanding of backup schedules, retention policies, restore procedures, recovery operations, and disaster recovery concepts.
- Knowledge of storage, replication, and backup infrastructure environments.
- Basic understanding of Windows Server and Linux Server administration, including platform-level troubleshooting.
- Basic knowledge of VMware vSphere, virtualization concepts, and operating system infrastructure.
- Understanding of DNS, IP addressing, network connectivity, and their impact on backup operations.
- Ability to interpret monitoring alerts, system logs, and error messages to identify and resolve backup issues.
- Awareness of incident management, service request processes, and SLA commitments.
- Experience maintaining accurate ticket documentation and transparent issue tracking.

Professional Skills

- Strong critical thinking and analytical abilities.
- Excellent problem-solving skills with a methodical approach to troubleshooting.
- Strong customer service and stakeholder management skills.
- Effective communication with customers, vendors, and internal teams.




- Ability to prioritize workloads and manage multiple open tickets simultaneously.
- Robust time management and organizational skills.
- Ability to coach, mentor, and support colleagues when required.
- Experience in conflict resolution and de-escalation.
- Strong written and verbal communication skills.
- Ability to clearly explain technical concepts to both technical and non-technical audiences.
- Team-oriented mindset with adaptability to changing business requirements.

Customer Service

- Triage and manage all new backup-related tickets.
- Understand and complete customer requests relating to backup services.
- Proactively monitor customer backup environments through daily operational checks.
- Identify backup issues and notify customers through Customer-Facing Tickets (CFTs).
- Manage tickets automatically generated by monitoring and ticketing systems.
- Create Customer-Facing Tickets where appropriate for auto-generated alerts.
- Progress assigned tickets proactively and within agreed timescales.
- Maintain a high standard of ticket administration, ownership, categorization, and workflow management.
- Work collaboratively with a "One Team" mindset across all departments.
- Provide backup-related assistance and guidance to colleagues when required.
- Identify and recommend process improvements to enhance customer service delivery.

Quality & Productivity

- Ensure all responses and updates are completed within agreed SLA targets.
- Accurately record all technical activities and troubleshooting actions.
- Document relevant error logs, access validations, diagnostics performed, and remediation steps taken.
- Utilize the appropriate Knowledge Base articles and operational procedures.
- Select correct ticket categories, subcategories, and workflows.
- Maintain clear, accurate, and customer-focused ticket notes.
- Improve and maintain ticket resolution times by following agreed service management standards.
- Ensure consistency, accuracy, and quality across all customer records and service requests.
- Contribute to continuous service improvement initiatives and operational excellence.

Atech Benefits

- 24 Days Annual Leave plus 8 Festival Holidays
- Food Provided
- Provident Fund (PF)
- Training and Certification Funding, including exam fee reimbursement
- Healthcare Scheme
- Maternity & Paternity Leave
- Employee Referral Scheme
- Individual Training & Development Plans

📌 Backup Administrator/ Backup Engineer (Ahmedabad)
🏢 Cloudzen 365 Services
📍 Ahmedabad