Role: Storage Management Engineer
Location: Chester, UK
Duration: Contract
IR35 Status: Inside IR35
Description:
- System Management & Execution
- NetApp Data ONTAP firmware upgrades and recommendations
- NetAppp Operations Manager (OM) implementations and upgrades
- Storage and Data Management System monitoring by using OM
- On-site diagnostics and replacement of hardware components
- NetApp Global Support Center (GSC) coordination
- Facilitation of GSC case resolution
- Test planning and execution
- Participation in regularly scheduled reviews with the customer
- Documentation of NetApp Storage Environment
Additional examples of SME Services
- Provide weekly written status reports on the Professional Services being performed under this Service Description
- Perform daily monitoring and diagnostics
- Provide details on a local point of contact to NetApp for Return Material Authorizations. The SME is responsible for obtaining from the customer an up to date copy of the local points of contact for the Customer’s system. This information is used to provide correct address details for parts shipments. The SME will handle any parts returns for the Customer’s NetApp systems.
- Serve as an assigned advisor responsible for understanding the customers environment and representing the customers support needs to the GSC.
- Provide assistance with the NetApp support site and advise how to best use the site.
- Assist with technical support matters in cooperation with a Technical Support Engineer when required.
- Coordinate GSC customer service personnel and field resources to solve the Customer’s problems
- Report on process and product maintenance
- Regularly analyze NetApp Auto support diagnostic date
- Perform Case trend analysis
- Provide proactive service management, including software and hardware release planning and bug analysis
- Analyze software patches and field alerts and advise the customer on appropriate next steps
- Assist with disaster recovery (DR) planning, data archival planning and data migration planning
- Analyse the customer needs and recommend additional products and services to meet those needs
- Participate in the customers weekly change management meetings
- Assist the customer in modifying NetApp scripts