Data Protection Engineer

Data Protection Engineer

The Opportunity

We have an outstanding opportunity for a Data Protection Engineer in our Commvault Managed Services team. This team will interact directly with customers and customer environments to provide day-to-day operational management of our customer’s Commvault solution. The ideal candidate will have experience within the areas of incident management, ticket handling, release/changes, performance monitoring, basic trouble shooting, run book management, infrastructure management and technical process consistency.

What you’ll do…

• Successfully interact with customers through phone and email as you solve their problems
• Troubleshoot and resolve complex customer issues
• Maintain case ownership and keep customers advised of progress on their issues by contacting them periodically with updates.
• Consistently meet/exceed customer account needs; find opportunities to enhance delivery of company service and support goals.
• Dedication to the success and satisfaction of our customers
• Work independently and as a team to come up with the best solutions to a customer problem.
• Work remotely on enterprise level customers and dark sites
• Develop domain expertise of assigned Customers
• Exercise good judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional customer concern; Increase potential areas for improvement to standard operating procedures (SOPs) to team leadership.
• Keep current on new releases, updates and changes to Customer Run Book content.
• Continually pursue ongoing training and development opportunities to advance skills and, in turn, ability to effectively deliver to Customers.
• Maintain accuracy of all reports/audits and client documentation.
• Ensure journal entries to the CRM Database are accurate, concise and timely.
• Maintain an ongoing awareness of the Customer base and ensure delivery against contractual obligations.
• Architect Commvault software solutions to address customer needs. Suggest these solutions to the customer proactively