Evaluate customer needs based on applications requirements, current capacity and growth trends
Estimate effort, both development and product delivery timelines, to determine a course of action for project.
Provide technical or business analytical leadership for specific storage and backup needs or objectives in order to meet business requirements.
Work closely with external vendors and other personnel in order to optimize and facilitate the best solution to meet the needs of the business.
Develop recommendations in support of project objectives. Develop logical and physical technical artifacts for review.
Provide technical services for customers in a highly complex storage and backup environments. Demonstrate ability to assess technical impact to the project/new technology along with technical risks.
Analyze complex hardware and software issues associated with backup-related technologies, including, CommVault and Data Domain.
Analyze, design, test, document, and implement solutions for continuous data availability, integrity, backup and protection.
Define and specify architecture protocols and functional requirements and specifications for storage and backup components.
Strong organizational skills are necessary. Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. This will be a technical team lead role.
Report on performance and capacities and make allocation recommendations based on trending.
Participate in capacity planning and performance discussions and assist in development and execution of disaster recovery exercises.
Directly support Managed Services oversight for Backup and Recovery infrastructure Services.
Participate in discussions with stakeholders over Backup and Recovery Infrastructure incidents and issue resolution processes
Escalate issues and concerns to upper management for review and action
Participate in various cadence meetings to drive Operational Excellence ]
Monitor & Drive Metrics
Provide early detection of issues and trends
Enable quick resolution of issues that do not meet level of performance contracted
Ensure continual improvement
Hold Managed Services Vendor accountable to their roles and responsibilities required to support contracted service delivery to the Customer
Review of metrics with upper management verifying the Managed Services provider is performing up to the contract
Related Experience:
3 years relevant experience in Managed Services oversight of Core Infrastructure
Strong ITIL and process discipline to ensure compliance within the managed services framework and the ability to identify and implement process improvements.
Prior experience leading Global teams as part of Service Delivery of Infrastructure
Project Management and ability to manage complex global Backup & Recovery projects
Technical Skills:
3 years of experience with Backup & Recovery in an Enterprise Environment, using Commvault Simpana and similar backup technologies.
3 years relevant experience with Enterprise data protection and disaster recover solution, and understand Enterprise application data management requirements
Must have a broad-based technical knowledge in backup solutions, host systems, networks, applications, data, and security, with deep knowledge in at least one.
Proven experience implementing new IT infrastructures; i.e., backup systems/solutions , new operating systems, new hardware platforms, new components that offer additional capability.
Soft Skills required:
Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities—flexible
Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises. Able to develop and adapt business processes after evaluating multiple solutions
Able to maintain both a short and long term vision around business trends and strategies
Able to contribute to the development of current and future service delivery offerings to support the overall client relationship needs
Exercises sound, prudent and ethical business judgment at all times
Understands cross-cultural business practices; demonstrates a sensitivity and awareness to other people and culture. Possess ability to build rapport with a diverse workforce in multicultural settings
Possess strong negotiation skills; demonstrated ability to influence and negotiate required
Able to manage multiple initiatives at one time. Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment
Can think big picture and also demonstrate an ability to be detail oriented; anticipate and know when to get into the details
Tactical, as well as strategic thinking and creative problem solving
Ability to collaborate with others
Good negotiation and presentation skills
Fluent in English, in both oral and written communication
Understanding and effectively communicating across multiple languages and cultures is an advantage.
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Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Policy Servicing:-
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases
