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What success looks like in this role:
Job Description Summary:Wednesday- Saturday 22:00 - 08:00 MST
Hybrid Cloud Incident Response and Backup Support Team: The Enterprise Associate supports and maintains servers and/or host infrastructures. This includes responding to service outages, maintenance, and other problems, and being an escalation point for documented server problems beyond the knowledge of other technical support staff. As part of a SRE Model team for Avamar Backups and Window Servers troubleshooting and remediation.
Key Responsibilities:
Incident Response:
Respond promptly to Priority 1 / 2 incident request as part of a SRE Model team for environments like Windows, Backup, Storage, Database, or Linux. With added urgency around backup-related incidents, restores, and failure alerts.
Perform initial incident investigation, resolve incidents using documented procedures or troubleshoot and obtain recovery of normal operations as quickly as possible.
Investigate backup failures, diagnose root causes, and implement fixes or restores.
Collaborate with other team members, system administrators, and stakeholders to resolve priority incidents.
Backup Management:
Knowledge of Avamar backup and restore procedures to document processes.
Ensure regular and reliable backup of critical data and applications, adhering to backup schedules.
Monitor backup jobs, troubleshoot failures, and take necessary corrective actions to maintain data integrity.
Reporting against daily Backup Jobs and Restart rate of failed jobs, as required
Collaboration:
Collaborate with cross-functional teams, including system administrators, network engineers, and application developers, to ensure seamless integration of incident support handling.
Participate in incident response rotations and communicate effectively during critical incidents.
You will be successful in this role if you have:
Experience with Avamar Backup and Restore processes.
Windows Server Maintenance
Incident Management Tools such as ServiceNow
Escalation Management
Ability to collaborate with customers and other technical teams.
Ability to follow documented patch management solutions.
Familiarity with IT Service Management terms and processes.
Knowledge of Microsoft Server products.
Daily verification of Backup Jobs and Restart of failed jobs, as required.
Experience with support of Hyperconverged Infrastructure is desired (i.e. VxRail).
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This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
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