SME - NetApp FAS, EMC Isilion

HCL Technologies Limited

Job Summary

As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring the timely and quality resolution of escalations and incidents related to EMC Isilion. You will leverage your expertise to enhance customer satisfaction, mentor team members, and facilitate effective communication with stakeholders. Your contributions will directly impact the efficiency of our operations and the overall customer experience.
Key Responsibilities

1. Ensure On-Time Resolution And Compliance Of Escalated Incidents Related To Emc Isilion, Adhering To Agreed Slas And Quality Standards To Maintain High Customer Satisfaction.
2. Mentor And Guide Team Members In Best Practices For Emc Isilion Operations While Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation For Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Adherence To Human Error Compliance, Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Actively Engage In Customer Meetings To Gather Feedback And Understand Issues Faced, Contributing To Strategies That Enhance Customer Satisfaction And Operational Efficiency.
5. Validate And Analyze Root Cause And Trend Analyses To Identify Performance Improvements, Preparing Insightful Reports For Presentation To Key Business Stakeholders.
Skill Requirements

1. In-Depth Knowledge Of Emc Isilion And Its Operational Best Practices
2. Strong Analytical Skills For Incident Resolution And Performance Analysis
3. Excellent Communication Skills For Stakeholder Engagement And Mentoring
4. Familiarity With Capacity Planning And Change Management Processes
5. Proficiency In Documenting Processes And Creating Standard Operating Procedures


Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Emc Isilion Certification (Optional But Valuable

Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits
A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.