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Technical Consultant

Location: Beijing China
Job ID: 1007353HV
Date Posted: Sep 23, 2020
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Job Type (Experience Level): Experienced
Job Schedule: Full-time

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The Company

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Hitachi Vantara, a wholly-owned subsidiary of Hitachi, Ltd., guides our customers from what's now to what's next by solving their digital challenges. Working alongside each customer, we apply our unmatched industrial and digital capabilities to their data and applications to benefit both business and society. More than 80% of the Fortune 100 trust Hitachi Vantara to help them develop new revenue streams, unlock competitive advantages, lower costs, enhance customer experiences, and deliver social and environmental value.

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Definition:

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  1. Local Operation Team is the central contact point for all storage operation tasks and issues; also take the local responsibility for SLA between Hitachi Vantara and Customer.

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  1. Technical Consultant (TC) should be responsible for L1/L2 support for Customer remotely or on site in mainland China; work as the key person in local operation team to match TTF( time to fix) and TTR( time to react) for issues handling with Type/Priority.

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  1. L1 support should be a resource monitoring for ticket queues and make sure 24x7 reachability and SLA fulfillment are guaranteed. Ticket check for completeness and content, resolve tickets if possible before handing it over to L2. Incoming calls would be accepted, and user requests recorded and forwarded to L2.

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  1. L2 support should manage the allocation and administration of storage infrastructure as requested and work according to predefined ITIL processes; L2 is responsible for plan and execution of SAN-/Storage-related changes/tasks; L2 support is responsible for communicate and work with L3 Operational team and also Customer /CUSTOMER

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Responsibilities:

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  1. responsible for L1/L2 support for CUSTOMER -nbsp;China remotely or on site in mainland China; work as the key person in local operation team and provide service according to the SLA requirement(to match TTF and TTR for issues handling with Type/Priority).
  2. TC should be ready for supporting in office hours (Monday - Friday, 9am - 6pm) and also ready for on-call support for standby-times hours (nights/Weekend/Public Holidays).

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  1. During office-hours duty, TC is responsible for
  • Queue Monitoring (Ticket and storage requests)
  • Administration of the storage infrastructure
  • Address all other delivery issues as directed by (line management) SDM
  • Work according to predefined ITIL processes
  • Planning and executing SAN-/Storage-related changes/tasks
  • Documentation of environment specific processes
  • Execute storage assignments, extensions, removals in time to satisfy contractual SLAs
  • Process incident-tickets according to defined SLAs
  • Troubleshooting of issues related to SAN/storage
  • Communicate and work with L3 Operational team to address or resolve issues out of scope
  • Communicate and work with Customer
  • Usage of available tool infrastructure to perform and document requests (HSTS, Remedy ITSM, Remedy Change Management Tool, HCS, StorM, ..)
  • Trigger required escalation following predefined escalation matrix
  • Provide Incident reports if required (root cause analyses, summary of actions, ..)
  • Support and assist with hardware enhancement / hardware maintenance work required (agree on change window, create change, supervise hardware maintenance, do required config work, CMDB, order IP addresses...)
  • Support disaster recovery exercise
  • Support array based storage migrations
  • Order infrastructure required during server provisioning/hardware extension process (FC cables...)

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  1. During standby-times, TC is responsible for
  • Answering the on-call telephone number
  • Accept high prio tickets within SLA (15 minutes after ticket generation) and work to resolution to fulfill SLA requirements
  • Contact CUSTOMER -nbsp;MoD if required to provide updates (international calls required)
  • Coordinate the onsite-technicians and take care that special site-specific conditions are met
  • Produce management summary of high prio tickets that occurred during Standby-times (RCA)
  • Hand-over to the regular operations or the next on-call duty if required

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  1. Communicate and work with L3 Operational team to address or resolve issues out of scope and communicate and work with China customer.

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Preferred Experience:
  1. 8+ years enterprise IT system maintenance or relevant experience (include 5+ years storage/system vendor experience) on server and storage. Experience on Hitachi high-end storage maintenance is preferred.
  2. In depth IT infrastructure knowledge (familiar with one of OS "AIX-HPUX operating system , and some experience on Linux and Windows, some experience on Oracle database, SAN network, Storage and DR management) with diagnostic abilities
  3. Understand and handle big issue in data center environments with clear idea
  4. Fluent Mandarin and English speaking, or at least be capable of English Reading/Writing if strong experienced in technical.

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We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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