Track Manager (Support & Operations)

Job Summary

Backup SME (L3)

Key Responsibilities

Key Responsibilities: • L3 Escalation & Troubleshooting: Act as the final escalation authority to resolve complex backup failures, media agent faults, tape library hardware issues, and high-priority restore requests. • Data Protection Administration: Install, upgrade, and maintain backup servers, media agents, and clients across Commvault and Dell EMC NetWorker. • Disaster Recovery (DR) Leadership: Design, configure, and execute system-level DR failover activities, bare-metal restores, and cross-platform recovery simulations. • Enterprise Workload Recovery: Perform complex file system, virtual machine (VMware/Cloud), and database-level (SQL, Oracle) backups and restore processes across Windows, AIX, and Linux cluster environments. • Capacity & Reporting: Manage backup reporting, KPI compliance tracking, and capacity optimization using Data Protection Advisor (DPA) and DDVE. • Cloud Integration: Extend on-premises backup architectures into multi-cloud IaaS environments (Azure/GCP) for long-term retention and cloud-native workload protection. • Process Automation & Maintenance: Manage backup retention policies, schedule ad-hoc requests, and drive automation for recurring administrative tasks.

Skill Requirements

Technical: • Enterprise Backup Expertise: 8+ years of dedicated, hands-on administration of Commvault and Dell EMC NetWorker at scale. • Infrastructure Management: Expert knowledge of legacy physical tape libraries, virtual tape libraries, and deduplication appliances (Data Domain/DDVE). • Cross-Platform Troubleshooting: Proficiency using basic AIX, Linux, and Windows system commands for deep-level backup agent troubleshooting. • Backup Server Recoveries: Deep technical capability to rebuild and recover corrupted backup servers, master servers, and tape library configurations from scratch. • Cloud Ecosystems: Hands-on experience protecting and recovering workloads within Cloud IaaS environments (Azure/GCP/AWS). • ITSM Operations: Solid experience using ServiceNow for managing Incident, Change, and Problem Management workflows. Non-Technical • Independent Ownership: Ability to work completely independently on complex customer requests for backup, restore, and infrastructure architecture design. • RCA & Mitigation Planning: Strong capability to execute structured Root Cause Analysis (RCA) for recurrent backup failures and define permanent mitigation plans. • Technical Documentation: Excellence in writing and updating comprehensive backup policies, standard operating runbooks, and disaster recovery execution steps. • Strict SLA Governance: Proven track record of managing backup reporting to meet strict RPO/RTO Service Level Agreements. 1.3 Good to Have Skills: • Deep configuration knowledge of public cloud storage archiving tiers (Azure Archive Blob, GCP Coldline). • Familiarity with script automation (PowerShell, Python, or Bash) to build custom backup health reports. • Experience in migrating legacy tape backups to modern cloud-based storage repositories. 1.4 Soft Skills: • Crisis Management: Ability to maintain poise, direction, and speed during high-priority data restore requests under tight timelines. • Effective Communication: Excellent verbal and written presentation skills to translate technical restore obstacles into clear business updates for stakeholders. • Team Leadership & Attitude: A positive, collaborative team player who naturally mentors and upskills L1/L2 monitoring teams. • Decision-Making: Confident and structured problem-solving skills during system outages.

Other Requirements

.5 Certifications: • Commvault Certified Professional / Engineer, Dell EMC Certified Specialist (NetWorker) Certifications. AZ-900 , SC-900. 1.6 Overview • Role – Backup SME • Experience Level – 8-12 years • Job Location – Bengaluru / Hyderabad • Job Type – Full-Time • Support type - 24x7 Operational Support & Project Engagements