IT Infrastructure Professional II (L1 Backup & Storage Operations)

Position Overview

We are looking for an L1 Backup & Storage Operations Engineer with 3–5 years of experience in enterprise storage and backup operations. The candidate should have strong hands-on operational knowledge of NetApp storage and working knowledge of at least one enterprise backup platform such as Veritas NetBackup or Cohesity. The role will focus on day-to-day monitoring, incident handling, troubleshooting, operational support, and ITIL-based service management in a 24x7 enterprise environment

Key Responsibilities – NetApp Storage (Primary)

• Perform L1 monitoring and operational support for NetApp storage environments, including cluster, node, aggregate, volume, LUN and SVM health.
• Monitor storage capacity, utilization, performance indicators, alerts and hardware health; identify abnormal conditions and take appropriate first-level action.
• Perform routine checks for aggregates, volumes, LUNs, Qtrees, SVMs, NFS exports and CIFS/SMB shares as per approved operational procedures.
• Monitor storage capacity trends and proactively highlight volumes or aggregates approaching defined utilization thresholds.
• Perform first-level troubleshooting for storage alerts, volume capacity issues, snapshot-related alerts, connectivity issues and basic performance concerns.
• Monitor and validate NFS/CIFS availability and perform basic access/connectivity checks for reported incidents.
• Perform basic LUN operational checks, including status, mapping/presentation validation and coordination with server/application teams.
• Monitor snapshots and identify failed, missing, expired or space-consuming snapshots; escalate where deletion or policy changes require higher-level approval.
• Support routine storage provisioning activities such as volume/LUN/share requests by following approved SOPs and change procedures.
• Perform basic storage administration tasks such as volume status checks, snapshot verification, capacity validation and health checks.
• Monitor replication/DR status where applicable and escalate lag, failure or synchronization issues to L2/L3 teams.
• Assist with NetApp ONTAP upgrades, maintenance activities and planned changes by performing pre-checks, post-checks and validation.
• Monitor storage hardware alerts for disks, controllers, ports, shelves and other components and coordinate with L2/L3 or vendor support.
• Collect required logs, command outputs and diagnostic information for troubleshooting and vendor escalation.
• Maintain accurate storage inventory, operational records, health-check reports and shift handover documentation.

Key Responsibilities – Backup Operations

• Perform L1 monitoring of enterprise backup jobs, policies, schedules, backup infrastructure and daily backup status.
• Monitor NetBackup or Cohesity dashboards/console for failed, partially successful, delayed and long-running backup jobs.
• Perform first-level analysis of backup failures using job status, error codes, logs and standard troubleshooting procedures.
• Rerun failed backup jobs where permitted by SOP and validate successful completion.
• Monitor backup success rates and identify recurring failures, missed backups, inactive clients and policy-related issues.
• Perform basic client connectivity checks, service/agent status checks and communication troubleshooting in coordination with server teams.
• Monitor backup storage capacity and health, including applicable disk pools, deduplication/storage targets and alerts.
• Perform basic checks for backup policies, schedules, retention and job configuration; escalate configuration changes requiring L2/L3 approval.
• Monitor backup infrastructure components and raise incidents for master/media server, storage target or application-related issues.
• Perform basic tape/library monitoring where applicable, including media, drive, library and job alerts, and coordinate with L2/L3 teams.
• Support backup restore requests by validating request details, backup availability and recovery-point information before handing over or executing approved restores.
• Monitor backup reports and generate daily/shift operational reports covering success rate, failures, exceptions and pending actions.
• Identify repeated backup failures and create/update problem records or known-error information as required by the ITIL process.
• Coordinate with application, database, server and storage teams for backup-related incidents and dependencies.
• Collect job details, logs, screenshots and error information for escalation to L2/L3 or vendor support.
• Ensure backup failures are tracked to closure and that critical or business-impacting failures are escalated within SLA.

ITIL & Service Management Responsibilities

• Follow ITIL-based Incident, Service Request, Change and Problem Management processes.
• Log, categorize, prioritize, update and resolve incidents in the approved ITSM tool such as ServiceNow.
• Maintain accurate ticket notes, troubleshooting actions, timestamps, impact, resolution details and closure codes.
• Meet defined SLA/OLA requirements for incident acknowledgement, updates, resolution and escalation.
• Participate in shift handovers and ensure all open/high-priority incidents have clear next actions and ownership.
• Follow approved Change Management procedures and perform pre-change/post-change validation for assigned activities.
• Support Problem Management by identifying recurring incidents and providing technical observations for root-cause analysis.
• Follow standard operating procedures, knowledge articles, checklists and escalation matrices.
• Maintain effective communication with L2/L3 teams, application teams, server teams, network teams and vendors.

Monitoring, Operations & Shift Support

• Perform continuous monitoring of backup and storage infrastructure during assigned shifts.
• Respond to alerts and incidents within agreed operational SLAs and take appropriate L1 corrective actions.
• Perform daily health checks and operational checklists for NetApp and backup environments.
• Review previous-shift handover, outstanding incidents, scheduled jobs, planned changes and known issues at the start of each shift.
• Provide clear and concise shift handovers covering incidents, alerts, failures, pending activities and escalation status.
• Support 24x7 operations, including rotational shifts, weekends and on-call support as required by the business.
• Escalate critical incidents immediately and provide regular status updates until ownership is transferred or service is restored.
• Maintain operational dashboards, reports, inventory and documentation as assigned

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering or a related discipline. Relevant technical certifications are an advantage

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