Lead-Infrastructure Mgmt

Technical Leadership

• Own and lead resolution of high-severity business-critical and technically complex storage support cases.
• Act as a technical escalation point for the team.
• Lead structured root-cause analysis (RCA) across storage host network and virtualization layers; produce clear documentation and executive-ready summaries.
• Drive deep-dive troubleshooting through live calls remote sessions and async investigation across multiple technology stacks.
• Identify recurring failure patterns platform behaviour anomalies and systemic issues; flag to engineering with structured evidence.

Customer & Escalation Management

• Manage customer escalations with clear action plans stakeholder alignment and consistent communication cadence.
• Lead customer-facing technical discussions during critical incidents - maintaining confidence transparency and urgency.
• Produce executive-level communication for internal and external stakeholders during P1/P2 situations.
• Troubleshoot issues during high-risk operational activities - platform migrations upgrades and configuration changes where stakes are elevated.

Team Development & Knowledge

• Mentor TSEs on troubleshooting methodology case quality technical depth and customer communication - through active coaching not just review.
• Contribute to knowledge base articles internal playbooks and onboarding support material for new engineers.
• Participate in onboarding and training of new team members when required.
• Partner with engineering and product teams on complex bugs platform gaps and support readiness initiatives.

Qualifications :

Required Experience

• 7 years of relevant experience in technical support enterprise infrastructure support and enterprise storage support.
• Demonstrated experience handling escalations critical incidents and technically complex multi-layer support scenarios.
• Experience mentoring engineers or serving as a senior technical point of contact within a support team.
• Track record of producing RCA documentation action plans and executive communications during high-severity incidents.

Technical Skills

• Storage: Strong hands-on expertise in enterprise storage troubleshooting across SAN NAS (Protocols - FC iSCSI NFS and CIFS/SMB) and hybrid architectures including RAID controller behaviour failover mechanisms disk diagnostics and performance analysis.
• OS: Strong working knowledge of Linux and Windows administration in enterprise environments.
• Virtualization: Strong understanding of VMware and similar platforms including storage integration datastores and VM-level impact analysis.
• Networking: Strong ability to isolate storage vs host vs network fault domains in complex multi-layer architectures.
• Diagnostics: Ability to lead cross-stack RCA and drive resolution with structured technical evidence not just symptom-based workarounds.

Additional Information :

• Strongly Preferred Skills

• Direct hands-on experience supporting NetApp storage platforms particularly ONTAP FAS / AFF StorageGRID or E-Series.
• Experience in enterprise or managed service support environments with defined SLAs and escalation frameworks.
• Familiarity with storage performance diagnostics platform health monitoring and enterprise incident management.
• Experience working with ITSM platforms (ServiceNow Salesforce) and remote diagnostic toolsets.
• Exposure to cloud-integrated storage or storage-as-a-service operational models is a plus.

• How You Work

• You can walk into a critical customer call cold assess the situation fast and take control technically and communicatively.
• You coach TSEs by example not just by instruction - you show the thinking process not just the answer.
• You hold yourself to high documentation standards and expect the same from your team.
• You escalate with precision - structured reproduction steps data and hypotheses not just symptoms.
• Youre trusted by customers and peers alike because you follow through every time.

• Education

  Bachelors degree in engineering Computer Science Information Technology or a related discipline preferred.

Remote Work :

No

Employment Type :

Full-time