Operations Specialist

Summary

Join Hitachi Vantara as an IC3 Remote Operations Specialist and provide remote customer support to our global community. You will be responsible for data collection, management, and analysis of diagnostic data, remote health checks, microcode management, and remote configuration. Collaborate with customers and partners to ensure efficient remote maintenance, enhance customer experience, and improve operational performance. This role requires experience with remote support tools and strong problem-solving skills. You will also contribute to the technical knowledge base and escalate cases as needed. Hitachi Vantara offers a supportive and collaborative work environment with opportunities for professional growth.

Requirements

• 2+ years experience in similar role(s) delivering customer support services
• Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills
• Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment
• Positive self-starter, able to take direction and work within a team environment
• Aptitude to learn and support new products and systems
• Ability to work nights, weekends, or standby shifts as needed to meet schedule requirements

Responsibilities

• Experienced with remote support tools such as WEBEX, Bombgar, Teams, etc
• Scheduling and deploying remote microcode upgrades to ensure Hitachi Vantara Customer and Partner environments remain current, looking to proactively maintain ongoing product health
• Undertaking remote health checking when required and liaising with Hitachi Vantara Customers and Partners to review results of the health checks and provide guidance when appropriate, to maintain optimal efficiency and manage any potential risk
• When appropriate, remotely supporting our Customer Engineers and Partners to ensure successful execution of action plans provided
• Remote support of HRO (Hitachi Remote Ops) function and HRO operational escalations
• Undertake remote data collection, management and initial analysis of Hitachi Vantara diagnostic data
• Escalate cases when required to the appropriate Global Support practice teams which require in depth specialist analysis
• Contribute to Technical Knowledge Base by documenting technical problems and solutions
• Assist in ensuring agreed levels of service are maintained at all times, with exceptions escalated

Preferred Qualifications

• Skills in one or more of the following areas are highly desired
• IP Networking Concepts (TCP/IP, Active Directory)
• Cloud based Solutions
• Programming Skills (Python, REST API)
• Network Attached Storage (NAS)
• Operating systems including Windows, Linux, VMware
• Enterprise Storage Solutions and Products (Hitachi, EMC, IBM)
• Fiber Channel, Connectivity Solutions (Brocade, Cisco)
• Other software solutions including but not limited to Veritas, MSCS, Oracle, Commvault, etc
• Strong leadership, influencing, communication and interpersonal skills
• Self-motivated and drives issues to resolution
• Able to work under minimal supervision and as part of a global, virtualised team
• Confident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectives
• Organized and adaptable; clear thinker with a tolerance for ambiguity
• Willingness to accept responsibility and take ownership when required due to circumstances presented
• Natural problem solver
• Strong customer service orientation and ability to develop, and maintain, good working relationships at all levels

Benefits

• Industry-leading benefits, support, and services that look after your holistic health and wellbeing
• Flexible arrangements that work for you (role and location dependent)