Technical Support Team Lead

Technical Support Team Lead

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Job Description:

   

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you

What you’ll do:

1. Storage Infrastructure Administration

• Monitor and manage storage pool and aggregate space utilization.
• Administer SAN storage arrays and SAN fabric infrastructure.
• Ensure optimal availability of storage, disks, and SAN switches.
• Perform regular analysis of storage event and diagnostic logs.
• Manage storage LUN provisioning, allocation, and decommissioning.
• Administer zoning and zone configuration for SAN environments.
• Manage and reconfigure replication, snapshots, and Snap Mirror relationships.

2. Performance and Capacity Management

• Conduct performance tuning as recommended by OEM vendors.
• Perform trend analysis for performance and space utilization using OEM reporting tools.
• Update and maintain storage availability and capacity management records.
• Conduct risk assessments and develop mitigation plans.
• Plan and execute continual service improvement initiatives.

3. Incident, Problem, and Change Management

• Manage incident, request fulfillment, and change management processes.
• Perform detailed incident analysis and prepare RCA (Root Cause Analysis) reports for major incidents.
• Conduct repeat incident and alert analysis to identify and address recurring issues.
• Prepare Major Incident Reports (MIR) and support post-incident reviews.
• Coordinate with vendors for issue escalation and resolution.

4. Preventive and Maintenance Activities

• Prepare and maintain preventive maintenance calendars.
• Review and complete daily, weekly, and monthly operational checklists.
• Plan and execute Disaster Recovery (DR) drills in line with DR setup and recovery procedures.
• Maintain and update Standard Operating Procedures (SOPs) and Knowledge Base (KBase) documents.

5. Reporting and Governance

• Perform monthly call and incident analysis to identify service improvement opportunities.
• Ensure adherence to service level targets for incident, problem, and change management.
• Support continual monitoring of service health and proactive problem resolution.

Backup Management (Commvault) Responsibilities:

• Manage and monitor backup schedules to ensure successful completion of all backup jobs.
• Troubleshoot backup alerts and failures, ensuring timely resolution to maintain data protection integrity.
• Perform file-level restorations and conduct backup restoration drills as per defined schedules.
• Coordinate with internal teams and vendors for media requirements and resource availability.
• Review and maintain daily, weekly, and monthly backup checklists to ensure operational compliance.
• Handle Incident and Request Fulfilment Management, ensuring prompt response and resolution.
• Coordinate with vendors and external support teams for issue escalation and resolution.
• Prepare and submit regular backup performance and compliance reports.
• Manage backup policies — including creation, deletion, and modification for configured hosts.
• Perform root cause analysis on repeat incidents and alerts to prevent recurrence.
• Oversee reinstallations and configurations triggered by backup-related incidents.
• Participate in Incident, Request, and Change Management processes to ensure smooth backup operation

Other Responsibilities:

• Tape Management
• Backup Policy Creation
• Scheduling Backup on DC, DR
• Responsible for OEM Health check of Deployed Solution
• Knowledge of operations & onboarding of devices on monitoring tool like ManageEngine OPM & APM

Added Advantages:

• Knowledge of Linux OS Ubuntu
• Knowledge and experience of monitoring tools
• Experience in Banking infra.

People and Business Skills

• Should be able to drive, motivate and elevate team performance through effective conflict resolution, developmental feedback and clear communication.
• Strong leadership in setting direction, goal setting, team dynamics and interpersonal skills, with the ability to inspire and motivate a team.
• Possess strong written and verbal communication skills, team player, knowledge sharing.
• Demonstrate, decision making skills, negotiating skills, time-resource management, teamwork, knowledge of quality processes.

What you need to bring:

Mandatory Skills:  

• Should know the Different technologies mainly from the monitoring, threshold, parameter, analysis etc.

• Storage & Backup Support.
• SAN Switch.
• Experience with MSA Storage, Commvault, and MSL Tape Library.
• Knowledge of Backup & Replication.
• Should be Science Graduate (IT/ Computer), preferably, BE/B. Tech/MCA with minimum 3 years of Compute/Servers, Linux, Storage, Backup solution, Tape Library and minimum 5 years’ total experience in the field of IT implementation / support of related solution.
• Should be certified in any 1 of the following certifications:

MCSA/CISA/CISM/ISO 27001/COBIT 5/ITIL

• Mandatory knowledge & Experience (3 year out of overall 5 years) in Manage Engine, ITOM/OPM solution.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#india#operations

Job:

Services

Job Level:

Specialist

    

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.