PRIMARY RESPONSIBILITY: A Block Storage Administrator is a key element within the support infrastructure and is expected to provide a high level of technical support to Rackspace-customers.
As a Block Storage Administrator, you will be the owner and or subject matter expert responsible for complex customer issues until resolution. The Block Storage Administrator applies best practices and problem-solving techniques to identify the source of problems, while simultaneously keeping the customer informed. A Block Storage Administrator maintains, diagnoses, and administers a customer’s environment on various platforms. A Block Storage Administrator is expected to use initiative and advise the customer on potential issues they may experience, to better serve the stability and security of the customer’s environment.
A Block Storage Administrator creates and maintains customer loyalty by serving customers above and beyond their expectations and will exercise ethical judgment in decision making to routinely deliver FANATICAL customer support.
KNOWLEDGE/SKILLS/ABILITY:
oAble to communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally on phone with internal and external customers.
oMust have experience working in enforced change and risk control environments.
oStrong attention to detail, interpersonal and time-management skills.
oSelf-motivated; ability to maintain excellence in service with moderate supervision. Strong analytical and problem-solving skills. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.
oStrong knowledge in technology troubleshooting methodologies, design, and implementation.
oAble to resolve problems in an efficient and timely manner. Able to handle multiple tasks simultaneously without dropping attention to detail or risk eversion.
oBasic knowledge and understanding of troubleshooting, testing, and performance tuning in Storage platforms. Basic knowledge of storage best practices for current VMware, Windows and Linux operation systems, File systems, SQL, MySQL, Oracle, and Exchange.
oStrong working knowledge of Networking, Fiber Channel concepts, and technologies.
oHands on experience of a combination within EMC VMAX, VNX1, VNX2, Unity, Isilon, and NetApp FAS arrays; Cluster mode and 7-mode, FlexClone, Snap Drive, and Brocade Fiber Channel Switches required. Ability to provide FANATICAL support.
oBasic knowledge of Storage methodologies.
oExcellent time management and organizational skills.
oAble to work well under pressure and under stressful situations while supporting customers.
JOB COMPLEXITY:
oAccountable in overseeing team achieve/maintain team level KPIs and Queue health.
oWork on technical tickets, follows pre-defined processes to plan and execute technical change as requested by customers. Responds to queries from customers regarding performance, process and recommendations based on Rackspace best practices.
oCoach team members on developing necessary technical skills that get results.
oBuilds new storage configurations via software installation, LUN/Volume provisioning for new requests or expansion requests, host zoning and registration, quality control, and ticket consolidation. Decommission storage devices. Performs host un-zoning and de-registration, and server clean up.
oPerforms troubleshooting for host end-to-end connectivity, host-side storage software, and storage component failures.
oEscalates critical component failures to engineers. Answers general configuration questions, audits environments, and performs quality control as part of storage fleet management. Provides performance statistics reporting, software reporting, and storage reporting to meet requests by customers and Rackspace leaders.
oWork with Customers/Account Teams, Vendors to schedule maintenance activities.
oAudits Array and CORE logs, performance, utilization, and validates data accuracy in Rackspace records. Also audits reference tools such as, Wiki, SharePoint, RSS feed, etc.
oAssists with scheduling and working host-side maintenances including, quality control, HBAs, Re-kicks, LUN expansions and migrations, Cab migrations, and migration cutovers. Upgrades software, firmware, and drivers, and performs regular system health checks.
oMakes recommendations for process and procedure improvements.
oConsistent regular interaction with both internal and external customers as well as account managers and management.
oResolve escalated customer issues and manage escalations further to internal support.
Key Accountabilities
oTo provide the highest level of Storage Technical support
oCreate and maintain customer loyalty by serving customers above and beyond their expectations.
oTake ownership of issues until resolution.
oResponsible for solving customer's technical issues.
oSupport customers primarily via phone and tickets
SUPERVISION:
oOperates under minimal supervision.
oExpected to reach out to wider team for assistance to perform more complex duties and on any requests not 100% clear on.
EXPERIENCE/EDUCATION:
oMinimum 4 years Storage and Fiber Channel switch experience gained in role with EMC, NetApp, or Brocade experience preferred. Must have at least 5 years’ experience in a customer service-oriented position.
oBE/B Tech
oMust have Storage (EMC/Netapp) related valid certifications.
oAt the hiring manager’s discretion, additional relevant experience may substitute for the degree requirements.
PHYSICAL DEMANDS:
oGeneral office environment. Moderate levels of stress may occur when solving root causes to proactively prevent recurrence. May require long periods sitting and viewing a computer monitor. No special physical demands required.
oThis role will be 24X7 support and shift will vary depending on operational need.
