Job Description

• Bengaluru, Karnataka, India

About NetApp

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.

If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. We embrace diversity and openness because it's in our DNA. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.

"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization."-George Kurian, CEO

Job Summary

• Provide Tier II technical support to enterprise clients, Resellers and Third-party support providers on complex and escalated scenarios.
• Provide troubleshooting and technical support via phone, Web based tools and email.
• During problem escalations, act as a liaison between customers and Engineering support.
• Collaborate with other teams and experts whenever required to solve complex technical issues.
• Continuously develop skills leveraging several learning tools available at NetApp Inc.
• Documents cases, recommendations, and resolutions clearly in the CRM system, takes ownership of hot and/or more political cases escalated from less senior engineers
• Research, document, and escalate cases as needed.
• Be flexible in working in shifts (4AM IST to 6PM IST).
• Able to address multiple customer issues simultaneously.
• Directly support customers with exceptional verbal and written communication and troubleshooting skills.
• Active participation in Knowledge base creation, trainings, and other documentation activities.

Job Requirements

Required Skills:

• Good understanding on RAID Concepts across the Enterprise Storage.
• Good understanding of Complex Storage concepts related to SAN and NAS storage.
• Understanding of Storage concepts like Deduplication, Snapshot, Provisioning, boot process, Encryption etc.
• Conceptual knowledge on Hardware, OS and Filesystem.
• Knowledge on Cluster Architecture and High Availability in Enterprise Storage.
• Strong understanding of Ethernet, TCP/IP routing, FC and iSCSI protocols.
• Understanding of Service Processor/ BMC/ iLO/ RLM functionalities.
• Ability to diagnose complex problems and deliver root cause analysis across a stack of complex applications, OS, Network switching and Storage elements.

Desired Skills:

• Any of NCDA, CCNA, CCNP Data Center, SNCP, EMCSA Certifications.
• Hands on Ontap 7-mode/ Clustered administration.
• Hands on NetApp System Manager / OnCommand suite applications.
• Knowledge on any Linux variant.
• Working knowledge on popular hypervisors such as VMware, Hyper-V or Xen.
• Familiar with AWS or Azure infrastructure.

Skill Tags: FAS, AFF, MetroCluster, Switches, routers, Ontap, Datacenter, Storage, Netapp, EMC, Technical Support, TSE, CSE, Backup.

Key Behaviors:

• Be passionate-about work, people, NetApp.
• Be caring-for people and community.
• Put NetApp first-ahead of your personal agenda-and lead by example.
• Deliver on commitments.
• Hold self and others to highest ethical and legal standards.
• Ask questions to isolate the crux of a problem and remove peripheral noise.
• Implement processes that are not burdensome.
• Adaptability.
• Be open and flexible; have positive attitude toward change.
• Avoid complacency; Reinvent yourself; take on new challenges outside of expertise.
• Contribute and collaborate with other teams; jump in to help others when asked.
• Create environment of unity; no personal agendas.
• Be approachable, inclusive, accessible, respectful, and easy to work with.
• Recognize the "bigger picture" and take initiative to solve problems.
• Demonstrate sense of urgency, strive to deliver beyond what is expected.
• Target work at the highest-impact outcomes and activities; prioritize.
• Focus on task at hand; avoid being distracted by the "perfect" process.

Education

• 4+ years of experience in a technical support environment.
• Education: B. E or B. TECH graduate (Computer Science, E & C, I.T, E&E) from a reputed college.