Technical Manager, Storage SME

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Job Description A Storage & Backup Technical Leader is a senior level technical expert who has in-depth knowledge and experience in backup and storage technologies supporting multiple platforms and applications. The ideal candidate possesses a wide range of skills and abilities that are essential for providing advanced technical guidance and serve as a lead technical subject matter expert (SME) responsible for implementing, maintaining, supporting, and overseeing enterprise-grade storage infrastructure. As part of the Global Technology Operations team, you will be working closely with the Engineering Team, Information Security Team, and Managed Service Providers (MSP) to manage and support organization mission critical systems. You will define operational backup and recovery support standards and look to document, train, and manage Integrated Operations Center skilled contingent workers to perform level 2 and level 3 technical support, which includes but not limited to routine operational activities.

• Serving as the deep Subject Matter Expert (SME) and lead the development, deployment, configuration, implementation, and support of company's end to end physical and virtual storage and backup / data protection / disaster recovery technologies.
• As level 3 SME, troubleshoot and resolve issues related to the overall storage and backup infrastructure, including system failures, performance issues, software errors, and security breaches. Show ownership of issues through resolution and able to solve complex operations issues by investigating technically and/or work both independently and collaboratively with other IT teams, vendors, technology leaders, as well as end-users when necessary. Participate in on-call incident support and flexible to provide 24x7 standby coverage as needed.
• Serve as a technical escalation point and SME for company's storage and backup environment and associated technologies. Providing leadership, mentorship and share knowledge on the full cycle of solutions including tools, technologies, and best practices for development, deployment, and maintenance of the implemented storage and backup solutions.
• Analyse environments and be capable of providing recommendations on security, performance, capacity, and compliance. To take a lead position to assess, optimise and monitor of all enterprise storage and backup infrastructure, and advise internal and external stakeholders on operations that will improve overall stability and availability of storage environment.
• Develop, maintain, and drive documented standards, policies, procedures, inventory, and methodologies for operational support excellence to increased efficiency of the storage and backup infrastructure environment.
• Build, maintain and manage MSP technical leads with the competency and capability to resolve and diagnose complex issues and problems spanning across multiple storage and backup technology landscapes and components.
• Work with peers to refine the operational support and improvement strategy, evaluate existing systems, processes, and identifying any design gaps or risks.
• Lead and drive technology life cycle management / upgrades, disaster recovery exercise, backup & recovery, incident response planning, and problem resolution management.
• Work with MSP; provides oversight for service level agreement. Manage resources to assure system availability and capacity for growth.
• Assist in IT change management / ticket reviews, approvals, and planning.

Desirable Qualifications, Skills and Experience

• Bachelor's degree and/or advanced diploma in Computer Science, Computer Engineering, Information Technology, or relevant field.
• 10+ years of IT strong experience in Storage and Backup technologies supporting multiple platforms, with at least 7+ years of extensive experience working in multi-tier enterprise storage systems design, installation, migration, virtualisation, management, monitoring, performance analysis & reporting.
• Only candidate with "hands-on" extensive/SME-level experience with enterprise class backup technologies and critical SAN & NAS environments need to apply. Candidate who is highly proficient in Storage: Dell EMC VMAX & VNX, IBM DS8000 & Storwize Storage Systems, Pure Storage, NetApp and Backup: Dell EMC Networker, Data Domain, Veeam and Azure Backup is strongly desirable and preferred.
• Minimum 7+ years field storage administration experience in an enterprise production environment, include the knowledge of SAN, NAS and DAS Topology, Database & Data Center Infrastructure.
• Proven track record in managing large storage solutions facing critical business system would be a key requirement.
• Expert & hands-on knowledge in installing, configuring, and integrating EMC SAN, NetApp FAS and its backup products is a must.
• Strong hands-on experience in Veeam and Azure Backup.
• Expertise in LAN free/SAN based backups and with strong experience in capacity planning, performance tuning and optimization.
• Good working knowledge of Fibre Channel configurations in storage hardware (HBAs), fibre channel SAN switches like Brocade/Cisco Director switches, including multipath configuration.
• Expertise in Data Replication, Deduplication & Snapshot technologies.
• Extensive experience in troubleshooting, isolating and resolving issues of back up failures of application/OS/DB/library etc.
• Deep understanding on various aspects of technology such as Compute, Storage and backup, Converged & Software Defined Infrastructure, Disaster Recovery/BCP.
• Prepare High-Level and Low-Level design document for the relevant technologies.
• Experience working with On-premises and Public Clouds in implementing data protection at various levels. Proven track record of designed and manage large scale backup and recovery environments that meet the requirements, compliances with agreed RPO and RTO.
• Desirable certifications & experience (Good to have):
• Good knowledge of storage management in cloud and hybrid environment.
• Strong server platform and virtualisation knowledge in Wintel / Unix / Linux / VMware.
• Knowledge of network switching, routing, firewalls, DNS and load balancers.
• Understanding of CyberArk, Splunk, Qualys, BMC TrueSight, BMC Entuity, RemedyForce, JIRA and Confluence.
• Good Knowledge of ITIL processes and related certification in SAN, NAS and backup.
• One or more of the following relevant certifications: PMP, ITIL v3/4, MCSE, MCSA, Microsoft Certified Azure Administrator, Red Hat Certified System Administrator but not mandatory.
• Self-driven & motivated, tenacious problem solver will own issues until full resolution.
• Excellent communication and interpersonal skills, fluent in both speaking and writing English. Ability to build and maintain relationships and work cross functionally and interact confidently across all channels.
• Ability to carry out tasks to a high standard with a strong eye for attention to detail and thorough approach to their work.
• Demonstrate strong analytical and problem-solving skills, excellent judgement, and possess a passion for continuous learning.
• Background in regulated global companies a plus (financial institutions, pharmaceutical, healthcare, or similar).
• Experience managing and working with MSP, minimum of 3 years of experience leading diverse technical teams

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with special requirements.

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