Engineer - Technical Service Delivery
Carlstadt, NJ

Job Description

Title: Engineer - Technical Service Delivery

Job Type: Permanent

Location: Carlstadt-NJ

Opportunity:

The Engineer - TSD is the single point of contact for RS customers during the disaster recovery exercise cycle. The role is responsible to gather the technical specifications required by customers for testing and act as a liaison to recovery operations. The Engineer - TSD will also interface directly with customers to provide support during test exercises and/or recoveries. This support position will be responsible for hardware setup and configuration, technical support and initial problem determination / resolution for all aspects of recovery testing.

Responsibilities:

Operating System(s)/Application Software Supported:

Provide proficient support in the Operating systems and Applications listed below.

* Intel Based Operating Systems : Microsoft Windows, Vmware
* Cisco Operating System s: Version 12.X and newer
* Telephony Application/Utilities: Call Pilot, Symposium, Voice over IP (VoIP)
* Recovery Applications/Utilities: TSM, Sysback, NetBackup

Hardware Supported:

* Intel based servers
* Cisco switches and routers
* Avaya telephony switches
* LAN accelerators (Riverbed, etc.)
* Very Small Aperture Terminal
* Tape Drive/Media - DDS, DLT, LTO
* Assist with hardware installations and relocation as required
* Assist with hardware repairs, swapping disk drives and/or I/O adapters on selected servers
* Assist with hardware troubleshooting diagnosis and repairs
* IBM, EMC, or Hitachi Storage Subsystems

Pre-test Conference Call Participation:

* Create hardware configuration documents (server prep matrix).
* Obtain desired hardware configurations for each scheduled server.
* Obtain and create required network configuration documents.
* Obtain and create required telephony configuration documents.

Setup Hardware Configurations for Pending/Scheduled Recoveries:

* Create and configure Domains and Partitions.
* Install operating systems.
* Connect required disk and tape libraries/drives by patching and/or SAN zone setup.
* Storage Area Network (SAN) - zone the respective hardware as required.
* Configure Raid protection - internal storage.
* Assign VLAN(s) and patch network connectivity.
* Configure routers and switches to support network configuration.
* Configure telephony switches to support call routing and messaging.
* Test/validate hardware, network, voice, and peripheral configuration.
* Setup and configure Mobile Testing Units.

Standard Recovery Support:

* Direct customer interaction.
* Support recovery to dissimilar hardware.
* Provide technical support to subscribers during recovery testing or in a disaster.
* Troubleshoot any problems with infrastructure, systems, servers, peripheral hardware, operating systems, network, and telephony problems as required.

Manage Recovery Services (in addition to standard support) :

* Review scripts for clarity and accuracy prior to recovery or test event.
* "OS Startup" - execute customer's recovery scripts to restore operating system.
* "Full System Restore" - execute customer's recovery scripts to recover operating system, applications and data.
* "Forward Recovery" - To execute recovery scripts to bring systems current, including database redo logs (ex. Oracle).

Product: Standby Operating System ( SOS ) & Imaging Applications:

* Utilize Jump-Start to deploy Flash Archive images.
* Utilize Jump-Start to validate Customer Flash Archive images.

Product: Vaulting Services:

* Provide connectivity for recovery.
* Install client software and configure.

Schedule Flexibility:

* Periodically flex schedule to provide off-hours and weekend test coverage or Testing Services support.

Special Projects:

* Support other Sungard AS products, recovery methodologies as they evolve.
* Work with product management and venders as required.
* Receive and process service tickets as required.
* Install new hardware as required.
* Other projects as assigned.

Cross Training:

* Cross training for other platforms is required.

Travel:

* Periodic travel required for test support and recovery to mobile test locations, other Sungard AS locations, as well as customer locations for technical meetings, sales support and/or "Procedure Development".
* On-call 24 X 7 X 365. Must be able to travel on short notice.

Customer Management:

* Ensure team understands test objectives and process for recovering.
* Maintain knowledge of Sungard AS contracts and individual schedules as they relate to products and services required for testing.
* Identify key players within the client relationship. ( DRC & Technical Engineers)
* Be the customer's advocate within Sungard AS. Understand their recovery requirements, critical testing windows, and potential impacts.

Test Management:

* Gain and Maintain an in-depth knowledge of the platforms/technologies supported by your team through cross training.
* Maintain a close working relationship within your team to understand changes in the Sungard AS environment as they relate to test coordination and the support of our customers.