As a L2 resource of the Run team, he/she will :
• Take up technical tasks in the ITSM queues to resolve day-to-day BAU / Project Requests and Incidents
• Plan, prepare and execute Change technical tasks in the ITSM queues
• Respond to and resolve alerts from the monitoring management system
• Manage, maintain and operate data storage solution of SAN, NAS, FC Fabrics and Inter-site links.
• Manage, maintain and operate data storage replication between Data Centers
• Provision and allocate storage to server assets and reclaim of storage for decommissioned volumes
• Perform zoning, mapping and masking of LUNs from arrays to server assets
• Plan, prepare and coordinate with vendors for campaign upgrades for SAN, NAS and Fabrics
• Perform storage performance analysis and troubleshoot storage-related performance/capacity issues with other teams (Platform, Database, etc)
• Perform basic to intermediate root cause analysis in Incident and Problem tasks
• Identify, assess and remediate vulnerabilities reported by security sources (scan report, pen test, audit finding, etc)
• Plan, prepare, execute and support Data Center maintenance activities
• Plan, prepare, execute and support Disaster Recovery / Business Continuity exercises
• Coordinate and deliver with internal clients/partners and external vendors for hardware break/fix cases, software cases, etc
• Respond to and own L1/L2 escalations
• Engage in taskforce resolution squad in priority incident management / crisis management cases
• Document, review, maintain and share technical information and write-up (primarily, SOP) as part of Knowledge Management
• Extract and prepare data needed for reporting and dashboard (capacity planning, health checks, IT controls, compliance, audit, etc)

Must Have
• SAN - HPE XP7/XP8/Hitachi (VSP 5000), Primera/3PAR
• Brocade SAN Fabric
• Storage Replication technologies
• Storage failover/failback in Disaster Recovery operations
• Basic working knowledge of Windows and Red Hat Operating Systems and storage-related software & configuration parameters

Good To Have:
• NAS - Dell PowerScale (formerly ISILON)
• Basic working knowledge of High-Availability solution - Microsoft Cluster Service and Veritas InfoScale
• Scripting / automation experience
• Work with tools such as CyberArk (privileged access management), OMI suite (events/alerts management)

Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team
  • Train direct reportees to make right recruitment and selection decisions
• Talent Management
  • Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team
  • Exercise employee recognition and appreciation

Deliver
NoPerformance ParameterMeasure1Operations of the towerSLA adherence
Knowledge management
CSAT/ Customer Experience
Identification of risk issues and mitigation plans
Knowledge management2New projectsTimely delivery
Avoid unauthorised changes
No formal escalations

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