Job Description

Job Summary

As a Veeam Subject Matter Expert in the Support & Operations domain, you will play a critical role in ensuring the timely resolution of escalated incidents while maintaining high-quality standards. Your expertise in Veeam technology will enhance customer satisfaction and operational efficiency, making you a key contributor to our organization's success.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Leveraging Veeam Tools To Analyze Issues And Implement Effective Solutions In Accordance With Slas.
2. Mentor Administrators And Team Members In Veeam Best Practices, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Enhance Team Performance And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Verify Human Error Compliance While Actively Participating In Capacity Planning To Optimize Resource Utilization Within Veeam Environments.
4. Foster Positive Customer Relationships By Actively Participating In Meetings, Gathering Insights On Challenges, And Providing Solutions To Ensure Customer Satisfaction.
5. Conduct Thorough Validation Of Analyses, Such As Root Cause Analysis And Trend Analysis, And Prepare Detailed Reports To Present Performance Metrics And Findings To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Veeam Backup & Replication And Veeam One.
2. Solid Understanding Of Incident Management Processes And Service Level Agreements (Slas).
3. Proficiency In Root Cause Analysis, Trend Analysis, And Performance Reporting.
4. Strong Communication And Presentation Skills For Stakeholder Engagement.
5. Familiarity With Capacity Planning And Change Management Practices.

Other Requirements

1. Optional But Valuable Certifications: Veeam Certified Engineer (Vmce) And Itil Foundation Certification