Job Title: Technical Service Manager
Location: Atlanta, GA preferred, but remote candidates can be considered
Duration: 3 months – may be extended but not long term
Position Summary:
The TSM Backup Administrator manages and supports the TSM backups and day-to-day tape management and backup reporting for TSM leveraged clients.
The role is responsible for all server Backup maintenance and monitoring tasks as directed and to resolve all assigned Tickets including Incidents, Problems, Service Requests and Changes.
This role proactively escalates issues at risk of impending SLA failure or which adversely impact on the delivery of services to the client.
Management of 9 TSM servers total ~1100 client nodes (server versions are 6.3.3.0 & 6.3.1.0 / client nodes are various previous versions)
Tape library management (library is partitioned)
Tape media reconciliation
Restore requests
Client decommissions
TSM database queries for reporting and migration
Experience in a large distributed operational environment
Excellent oral and written communication skills, capable of effectively interacting with individuals in a broad range of situations
MUST have good documentation skills
Effective Problem Resolution skills
Strong Team centered approach to work
Ability to work under pressure, deliver to deadlines and manage conflicting demands and priorities
Understanding of client recruitments
Primary Responsibility:
Provide technical direction during the Migration of TSM to Commvault.
Resolution of Incident tickets, Problem tickets, Change and Work/Service requests for a specific or multiple clients, within SLA targets, including
Provide all levels of support for Clients' TSM Backup Solution.
Escalation, Follow-up and closing off of completed incidents/problems/changes through Client ITSM or client's service management tools.
Resolution of calls to or from 3rd party service providers
Completion of work / change requests
Incident Detection / Resolution / Reporting
System Administration / Configuration
TSM software installation
Backup configuration and management
Change Requests
Initial scoping of work
Creation and development of Impact Assessments / Terms of Reference
Creation and execution of suitable test plans
Implementation of planned work
Scheduling and planning of Implementation
Contribution to the completion of specific programs and/or projects, as requested.
Documentation of operational processes and procedures and technical specifications and documentation.
Provision of and/or contribution to identification of technical solutions to address a wide range of difficult problems.
Solutions are imaginative, thorough, and practical, and consistent with organization and client objectives.
Frequent internal and external client communication.
Contribution to continuous improvement process, provide quality assurance and peer review as needed.
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Last updated on Nov 30, 2018