The Role:
An Engineer III, Recovery Services Operations plays a key role in supporting and maintaining recovery systems and services critical to our customer's business continuity. This position will monitor, troubleshoot, and improve recovery infrastructure and processes to ensure reliable and efficient restoration in the event of disruptions. The incumbent will also collaborate with other internal teams to execute recovery procedures efficiently.
Responsibilities:
- Execute complex customer-specific recovery procedures in assigned recovery technology focus area(s) to provision hardware, install OS, configure servers, and restore operating systems, applications, and data.
- Manageworkqueue to complete all assigned tickets and related activities, providing clear and concise updates inticketingsystem accurately and on time.
- Identify, troubleshoot and resolve complex issues on applicable platform(s)in a timely manner, serving as a mentor for Engineer I and II teammates.
- Work with other internal stakeholders to help drive overall infrastructure design and strategy & identify infrastructure bottlenecks that potentially impact backup restores.
- Identify mechanisms toimproveoperational efficiency.
- Review technical recovery procedures for clarity and accuracy prior to recovery or test event.
- EnsureSOP's and Knowledge Baseare created, updated and maintained for assigned recovery technology focus area(s).
- Lead pre-test calls, capture all the dependencies of the platform, andensureservers or applicationsare adequatelypreparedfor upcoming tests.
- Identify and follow the escalation procedure.
- Work supportively with colleagues, operating in a manner that is consistent with 11:11's Code of Business Ethics and Company Values.
- Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
- Additional duties as assigned.
Requirements:
- Bachelor's or University degree inEngineering, Computer Science, Information Technology,or relatedfield of studyor equivalent years of work experiencerequired.
- 7+years oftechnicalrecovery technologyexperience in a role involving direct customer contact.
- Extensive hands-on experience inbuilding, troubleshooting, installing, and upgradingin more than one type ofrecoverytechnologysuch as Backup, Networking, Citrix, VMware and Cloud platforms, IBM iSeries,IBMMainframe, andUnixand Windows OS.
- Deep troubleshooting knowledge in at least 1 OS (MS-Windows / Unix) and Cloud platforms.
- Operational experience with Storage Area Networks (SAN), and Fiber Channel technology, Network Attached Storage (NAS)or external disk storage arrays preferred.
- Deep expertiseof TCP/IP and network technologiesandability to effectively use diagnostic tools as required.
- Previous experience with disaster recovery exercises required.
- Must be able to quickly adapt and learn new processes and technologies,possessexpertisein twoor more recoverytechnologies,andworktowards multi-skilling.
- Willingness to accommodate additional hours or varying shift types as necessarybased on the company's 24 x 7 global operating model.
- Excellentinterpersonal,written,andverbalcommunication skills.
- Must be legally eligible to work inanassigned countrywithout visa sponsorship.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
