Central Engineering EMC Senior Support Engineer

Company Name:
SMS Systems Maintenance Services
Senior Support Engineers collect and analyze overall product failure situation details for quality analysis and/or customer review. Provides specific product services to the field. Works with engineering and project teams to assure future product, feature and function support.
Provides high-level tech support and product and systems level support in the Central engineering and taking problem escalation directly from shift support specialist
Provides future product, feature or function support planning. Provides direct service to the field for highly complex configurations, upgrades install/deinstall planning or other unusual technical issues. Works with Tech Support to gather product failure information by analyzing and documenting the failure environment. When required, report on failure in detail and facilitate root cause analysis and a quality solution
Applies experience and information gained in above problems to suggest process improvements, documentation updates and education seminars as appropriate. Reproduces problems and verifies support processes to eliminate field problems.
Architects highly complex, storage solutions across the appropriate engineering environments to meet business requirements or enhance performance
Provides configuration changes and support covering:
Channel Interface Upgrades & Changes
Bin File Changes & Reconfiguration:
Adding drives
Removing and adding luns to FA Ports
Port Flag changes
Create New Logical Volumes, Define Size, RAID Protection, Type
Modify Logical Volume Type (Standard, BCV, RDF, & DRV) Create New or Delete current Meta Volumes
Add or Remove Logical Volumes from Meta Volumes
Creating replication volumes
Ability to analyze and diagnose 'Data loss' problem. Recover and restore customer critical data from remotely which involves complex analysis of the cache data and restoring it to the correct location
Provides training both informal and formal to level 2 and 3 support staff. Builds cases and inputs into the knowledge database. Responsible for sharing all acquired knowledge concerning problem resolution with field and other departments as appropriate
Contributes to centralized problem identification and resolution database. Uses knowledge base to determine appropriate action focal point for engineering escalations
Responsible for the translation and dissemination of acquired knowledge concerning problem resolution with Level 1 and Level 2 Field and as appropriate customer's storage administrator
Desired Skills & Experience
EMC Proven Professional Certification desired
Storage (Enterprise): EMC Symmetrix DMX800, DMX1000, DMX2000, DMX3000, DMX3, DMX4 and, VMAX
Storage (Midrange): Clarion storage arrays
Software/ Applications: Time finder/Clone and Time finder/Mirror, SRDF/A, EMC Power path, Snapshot, Snap view, Snap clone, Mirror View, SAN Copy, Navisphere, Recoverpoint, Replication Manager, Open Migrator, Open Replicator
Knowledge of monitoring Tools: ECC, SYMCLI, NaviCLI, Navisphere Manager, Fabric Manager
Virtualization: VMWare
Knowledge and experienced on Primary OS Platform (Solaris, HP-UX, AIX, Linux & Windows). z/OS and z/VM preferred.

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