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TSE 4 SYMMETRIX LEVEL 2
Company:EMC |
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Job Reference Number |
14564839 |
Client ID: |
RI/TSE4 |
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Posted On: |
Feb 2 2012 |
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Location: |
CORK |
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Job Type: |
Contract |
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Salary: |
NEG |
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Benefits: |
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General Summary:
This is an opportunity to join a highly technical team within the Symmetrix Level 2 team. The team applies advanced systems level technical expertise to resolve highly complex systems level customer issues. Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from EMC Customers, Customer Engineers, or remote maintenance calls and Web Support Calls.
Uses independent judgment to accomplish objectives. Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues.
Identifies and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements. Engineers provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems, and follows standard practices and procedures.
Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues. Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues. Challenges existing processes based on industry best practices, enhances these for the benefit of all.
Principal Duties and Responsibilities:
- Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues.
Identifies documents and escalates customer issues to senior resources. .
Recommends and uses standard internal and external diagnostic test equipment.
Performs analysis of product trace and logging information.
Uses judgment, creativity and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability and maintenance issues. Gains support and commitment from others and mobilizes people to take action. Understands and leverages EMC's technical communication structure. Sphere of influence extends well outside of the department.
Takes responsibility for delivery of own goals and accepts ownership of his/her part in the delivery of department goals. Makes and drives the delivery of own department’s commitments. Follows through on issues that need resolution and understands and utilizes appropriate escalation. Is trusted to maintain confidentiality of critical information.
Will take on extra responsibility and non-routine assignments. Makes and meets commitments. Follows through on issues that need resolution even when outside area of responsibility.
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a “closed-loop” communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.
Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.
May provide senior or expert level testing to ensure product or function serviceability, compatibility or quality assurance.
Accountable for maintaining open channels of communication with design Engineering, developers, etc.
Has the ability to represent the company at customer or industry conferences or events.
Participates as required in the change control process to ensure all planned Field Activities are successful.
Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.
Identifies and interprets interoperability and support matrixes. Identifies reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Technical Support Departments.
Communicates effectively to internal and external customers as necessary through a variety of mediums.
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
Validates technical information and issues early warnings and disseminates information as needed. As a 24X7X365 organization shift work, holidays and on-call responsibilities may be required.
Continues to develop technical and business knowledge related to EMC products.
Makes a recommendation to higher level technical support engineers or management for improving processes, standards and strategies. Regularly submits content to the knowledge database.
Drives review and approvals of submitted content to the knowledge database.
Escalates to senior resource or to engineering all necessary analysis to open engineering defect investigation.
Trains and mentors less experienced team members in working technical issues through to resolution
Help to manage the day to day workings of the business including the monitoring of work flow and metrics for the team.
Help drive Support projects as assigned by management.
Creates tools used in problem resolution.
Drives projects as assigned by management
Participates in program management, engineering project management and supportability meetings with cross-functional organizations.
Performs other duties as assigned.
- In depth knowledge of Symmetrix internals
In depth knowledge of Mainframe, Open Systems and Symmetrix performance a distinct advantage
Knowledge of EMC mainframe software products relating to remote and local replication
Knowledge of mainframe disk library products
Experience of troubleshooting in a mainframe environment through log file analysis
Position prefers a Bachelor of Science Degree in Computer Science. Engineering, or equivalent industry related experience.
Pursuing or is established as SME in multiple identified technical areas.
Candidate must demonstrate working knowledge with major software/hardware vendor.
Ability to interface with senior management to provide and obtain information and to build consensus regarding project direction.
Must have strong product/business/industry and technology knowledge.
Candidate must demonstrate ability to react quickly to interrupt driven workload and handle multiple tasks simultaneously.
Candidate must demonstrate excellent customer service skills, which include organizational, interpersonal communication, and presentation skills.
A strong sense of urgency and professionalism is essential.
Must have the ability to work independently and as part of a team, with minimal supervision.
Must possess excellent research/technical and troubleshooting skills.
Ability to support and communicate with customers over the phone or preferred communication method by customer.
Internal candidates should demonstrate specific knowledge of EMC products. Familiarity with Customer Service Technical Support and/or customer facing/orientated environments is preferred.
Education Required: Bachelors (or equivalent experience)
Experience Required: 8+ Years
Physical Requirements: No
Language skills desirable.
May be required to change work patterns as business dictates.
