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Available Profiles:

Success Profile - Technology Specialist (ILM)
Business

Unit

Technical / Engineering Band L2
CAPEX n/a Market Role Title Technology Specialist (ILM)
Direct People

Accountability

Yes Reporting To Team Lead
Employment

Instrument

Online (direct_IN) Location(s) India, Bangalore
What is the mission of the role?
Mission You are expected (through your processes & activities) to deliver world-class customer experience.

Mission: The purpose of the role is to implement and troubleshoot ILM products of 22by7 customers either on-site or remotely. Preparing Plan of Action (PoA), Scope of Work (SoW), and implementation documents. Carry out the technical activities thus ensuring Customer Satisfaction.

Key Deliverables
  • Implementation of various Storage products like., EMC Unity, Isilon, NetappFAS and e-series and other products.
  • Proactive Support and troubleshooting of customer tickets and escalate it tothe respective OEM based on thecriticality.
  • Implementation of various Hyperconverged infrastructure technologies like, EMC Vxrail, Nutanix, HPSimpliVity.
  • Doing POC’s to the customers on storage products/ HCIproducts.
  • Must be flexible in taking new challenges and new products based onprojects assignments.
  • Need to take training and certifications on current handling products andnew products as well if necessary.
  • Need to go to client locations for implementation and support if we cannot beable to solve overremote.
Who are your key stakeholders?
Internal To achieve the outcomes of the role, you key transactional stakeholders internally are:

  • TeamLead
  • Head –Engineering
  • Product Managers
  • SolutionsArchitects
External You will be expected create strong positive relationships with the customers you work with, in a capacity to help the organization service them better.
What are you accountable for?
You are accountable for end-to-end solutioning for client needs, including documentation, implementation, deployment & reporting.
Core Capabilities / Technical Skills Technical Descriptors
Domain knowledge & expertise Market

Product (Technology) Customer Competition

Communication skills Listening and understanding

Clear articulation of technical issues/needs Relationship building

Art of probing / questioning Establishing trust & credibility

Planning & management Success at multiple deliveries On-time delivery
Qualifications / Experience
  • 2 – 5 years of experience in similardomains
  • Good Knowledge and hands-on experience on EMC / Netapp/ HP/DellDeployments
  • Good Knowledge and hands-on experience on back-up software-Veritas/EMC
  • Working experience on SAN/NASStorage
  • Understanding on NetworkingBasics
  • Understanding on MicrosoftAD
  • Understanding on database -Microsoft- SQL & Exchange/Oracle
  • Knowledge on Unix/Linux Operatingsystems
Potential barriers to success
Unable to listen & understand customer grievances Unable to adapt to differences

Blocked personal learner Poor communicator

Lack of initiative

Not able to work autonomously

Feeder Roles
The following roles are likely to lead to this position:

Storage Engineer, Technical Engineer, ILM Engineer

What can this role develop into? Suggested Development Experiences
What are the possible roles for progression?

Technical Lead, Pre-Sales Consultant, Technical Advisor, Product Specialist

Consistency in on-time deliveries.

Strong relationships with internal & external stakeholders.

Successfully overachieving in a high-performing team.

Customer Focus Leadership Capabilities Descriptors
Customer Focus A constant desire to understand customer needs, whether expressed or latent. Phenomenal customer experience delivery, to world-class standards.
Strategic Leadership Strategy & Innovation High clarity on company’s vision and mission, path forward, communicates with great pride the company’s vision and mission to people, role models company’s values, assess business risk associated and plans for emergency, very futuristic and displays hunger for new technology and next new thing which will take business to the new level.
Lead & Manage Change Welcomes new ideas, easy with experimenting, provides an environment which uphold creative thinking, problem resolution, lateral thinking process etc. Throws challenges to the team, ensures team scales up continuously and fights with comfort. Tests the team’s agility and adaptability. Ensures that the team does not stagnate.
Results Leadership Collaborate & Connect Works well with others. Taps into relationships and networks. Actively builds an understanding of others’ perspectives.
Translate Strategy into Action Persistently encourages people to continuously improve delivery of outstanding results.

Solves difficult problems in a timely and effective way. Anticipates and overcomes obstacles and roadblocks.

Interpersonal Leadership Clear Communicator Effortlessly able to communicate the vision, mission and goals of company to the team including their responsibilities and expectations, very candid about the objective, path and result, ensures the 360-degree flow of any kind of communication, clearly communicates the direction in which the team has to go.
People Champion Clearly understands the team strength, thresholds and limitations, understands the team members emotional wellbeing, provides focus to the team, leverages on the strength ofthe team to realise the maximum productivity, ensures positive engagement of each team member, manages negative communication, builds team trust, demonstrates the ownership and adhere to timelines, includes every team member, develops people and takes team to the next level, championsdiversity.
Advocacy & Values
Advocacy “I like to be positive” “I am a problem solver” “Quality of work is never compromised” “I am always on time” “I like organizing my work & simplifying processes” “I want to be a leader” “I want to be assertive & proactive”
Values Honesty, Integrity, Teamwork, Innovation, Trust, Care, Compassion & Fun!

Role- A trainee engineer is supposed to learn the technology, handling of tickets, documentation and start getting involved in the activities. Gradually starts taking remote calls/session, visit client site along with a senior engineer. Thus creating customer experience. The engineer continues to get into implementation team- understand Scope of work and deploy projects. This will require the engineer to travel in field to the client site in Bangalore or outside (depends on the scale of project). Should be open to stretch and to extensive learning.

1 Job Knowledge and Application
Is aware and informed about his role and responsibilities. He/She possess the skill sets required as per the role and exhibits a clarity a of thought. He/She is able to think through the isuues as per the ticket assigned and is able to come up with desired sets of solutions and approach. He/She is able to analyse correctly and present a solution to the customer.
2 Ticket Handling
Understanding Customer Requirement
Understanding and Analysis of the issue
Suggest Resolution
Actual resolution and communication to the customer under senior’s supervision
Close the call/ticket with the customer
Customer Feedback/Experience
Learn taking remote and start doing it
Learn taking calls, start interaction with client gradually in 6 months time
3 Customer Satisfaction and Experience
Take customer feedback after Ticket Handling
Creating Customer experience
4 Learning & Development
Learn the technologies
Do certifications
Learn the process
Learn the documentation

how can we help you?

Contact us at the 22by7 office nearest to you or submit a business inquiry online.

Truly appreciate 22by7’s team support being with us for the entire upgradation process working with omega team for two days and sleepless nights. Although we had challenges you took it up well without much downtime. Thanks once again for all your support.

Anil Kumar M, Omega Healthcare