Engineer-Mgd Svcs - NetApp

CDW is a leading multi-brand provider of information technology solutions. The primary purpose of this position is to manage and maintain IT infrastructure environments for Managed Services customers, focusing on operational stability and maintenance of virtualized and physical infrastructure.

Responsibilities:

• Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs
• Follow change control, incident response, and testing processes
• Understand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog
• Provide detailed and effective communication to internal and external customers
• Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication
• Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met
• To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime
• Participate and lead various client projects intended to continually improve/upgrade technology infrastructures
• Review, create and execute test plans to meet project requirements for assigned components
• Provide technical solutions to complex hardware/software problems
• Design, plan and implement solutions using the latest technology
• Conduct throughput analysis, problem solving, root cause analysis, and infrastructure planning
• Identify and communicate potential opportunities for cross-selling to the sales team
• Provide high quality content deliverables using the appropriate document templates
• Ensure solution is implemented as designed to the customer’s satisfaction and approval
• Ability to follow through with tasks, projects, and troubleshooting
• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management
• Perform scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc.)
• Handle several tasks simultaneously (ie: pre-sales, troubleshoots, responds to emergencies)
• Communicate with Engineering Manager on all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes)
• Respond to all customers professionally and courteously and relays any customer questions or concerns to manager
• Understand SLAs in a production environment and proactively strive to meet the commitments
• Collaborate and support cross-functionally with Customer Success, Project Management, R&D, and Sales
• Develop, document, maintain and contribute to written proposals, technical documentation, procedures, templates, and training
• Review assigned service requests daily, follow up and provide status updates to clients; ensure data pertaining to the status of service request is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog
• Work directly with Project Managers to update project plans and communicate project status
• Address and update customer incident tickets and change orders, providing internal management and customer account managers with status information
• Work with account management personnel to participate in conference calls and perform tasks in support of the client relationship
• As requested, assist in pre-sales support activity
• Research and make recommendations on infrastructure products, services, and standards in support of procurement and development efforts
• Mentor and support peers within your team and cross-functionally within CDW
• Attend training sessions, and obtain industry related certifications as determined by management
• Adhere to time compliance and time entry guidelines

Requirements:

• Bachelor's degree and 3 years in applicable Storage Solution; OR 7 Years total IT Engineering Experience, including 3 years of NetApp or Pure Storage support experience
• Expertise in NetApp ONTAP, FibreChannel SAN architecture, design, implementation, and migration
• Understanding of NAS environments; user/group resolution, identity mapping, and permissions enforcement
• Experience with SnapMirror
• Experience with customer service, requirements gathering, problem-solving, and crisis escalation
• Experience with one or more infrastructure solutions: Networking, Enterprise Storage, Mainframe, Midrange, Windows/Unix/Linux, virtualization, monitoring, databases, or security tools
• Ability to build customer trust and confidence in CDW Managed Services, as well as a demonstrated ability to develop strong customer relationships and achieve high satisfaction
• Strong organization, analytical, and communication skills (verbal and written)
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Self-sufficient, team-oriented, and able to mentor peers
• Approachable, teachable and committed to continuous learning
• Strong time management and ability to meeting deadlines
• Ability to follow policies and procedures consistently
• Ability to understand and apply instructions, organize ideas, and use common sense in job performance
• Ability to travel as needed
• Commitment to CDW missions and values
• NetApp Certified Data Administrator (NCDA) or equivalent preferred or obtain within 1 year
• Pure Storage Certifications such as FlashArray Storage Professional or FlashBlade Storage Professional, a plus
• Experience with Pure FlashArray and FlashBlade, a plus
• Managed Services Experience, a plus