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L2 NAS Engineer/Tech Ops Analyst

Req #: 170109983
Location: Columbus, OH, US
Job Category: Technology
Job Description:
As a Level 2 NAS Engineer and Operations Analyst, you'll play a big part in managing the platforms, servers, and networks that enable us to provide service to our customers, clients, and businesses around the globe each and every day. 

Selected team member will serve within function as a Primary contact point for level 2 Storage service and support activities. The function provides 24 x7 coverage, managing key relationships with stakeholders, including: 
  • Data Center Operations and Infrastructure Operations - IOC
  • Business Aligned support functions
  • LOB support teams, AD Support teams
  • Level 1 / 2 / 3 support personnel
  • Other GTI support organizations
  • Vendor Level 1 / 2 support engineers
The role has customer engagement.  Both Customer teams and GTI teams engage storage operations via Incident ticket, service request tools, email, instant messaging and telephone.  NAS Shift members are responsible for monitoring and completion of all incoming incident and service request workload to the required SLAs.  Individual will attend technical calls with technology teams to drive resolution of incidents.  Perform and root cause analysis for stability and reliability issues and timely resolution or escalation customers.  Perform scheduled housekeeping activities.  Make on-going improvements to event monitoring in agreement with level 3 teams.  Ensure environmental testing and DR tests are completed successfully as required.  Track and report service metrics as defined.

Hours of Shift:
7am - 6pm OR 12pm - 11pm ET
Sunday-Wednesday OR Wednesday-Saturday
*Must be willing to work one of these four shifts

This position is anticipated to require the use of one or more High Security Access (HSA) systems.  Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter.  The enhanced screening will need to be successfully completed prior to commencing employment or assignment.  


This role requires a wide variety of strengths and capabilities, including:

  • Familiar with storage products - Storage Area Networks (SAN),  Enterprise Storage Arrays, Network Attached Storage (NAS)
  • Intermediate knowledge of large scale Enterprise backup solutions
  • Knowledgeable in Microsoft Windows, Sun Solaris, HP HPUX, IBM AIX, Linux
  • Advanced business continuity/resiliency knowledge
  • Articulates the business value and impact of technical and non-technical information and understands when to escalate issues
  • Provides effective production support including accurate problem identification, ticket documentation and customer/vendor dialogue
  • Delivers project and process documentation for small-to medium-scale projects and drives compliance with structured Project Delivery Process
  • Ensures information controls, back-up and recovery strategies are in place across all environments
  • Must have a strong technology background to understand change requests and to recommend alternate solutions 
Specific Storage Administration Expertise: 
  • Advanced experience configuring, deploying, and supporting Netapp Products, EMC Products (ECS and Isilon), and Storage Tools
  • Intermediate experience configuring, deploying, and supporting EMC Celerra, EMC Atmos
  • 3+ years command line experience on NetApp filers
  • 3+ years experience in distributed storage environments.
  • 3+ years experience in an associated technology (Server, Networks)
  • Advanced knowledge/experience in creating and troubleshooting snapshot, snapmirror, snapvault, aggregates/qtrees/volumes, multi-protocol access, CIFS and NFS 
Business Skills:  
  • Good understanding of impact and importance of storage services to customers. Sense of urgency around critical issues
  • Good positive attitude and helpful approach
  • Good spoken and written English
  • Ability to communicate clear and concise information in support of team and firm goals
  • Timely escalation of critical and/or complex issues as required
  • Ability to solve operational issues with both tactical and long-term solutions
  • Good problem solving and analytical skills
  • Excellent time management and personal task prioritization
  • Good planning skills and ability to deliver to agreed schedules

Our Global Technology Infrastructure Group is filled with innovators who love technology as much as you do. Together, you’ll use a disciplined, innovative and cost-effective approach to deliver a wide variety of high-quality products and services. You’ll work in a stable, resilient and secure operating environment where you—and the products you deliver—will thrive.

Global Technology Infrastructure (GTI) Storage Operations (SO) team is responsible for managing the firm's global storage portfolio and global GTI server portfolio of nearly 10,000 server operating system instances across plan, build and operate. The organization drives product management, engineering standards and productivity initiatives for global storage and GTI led server technologies across the firm, as well as managing selected application services, including web hosting, middleware, source code management and database management.

When you work at JPMorgan Chase & Company, you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies.  In 14 technology hubs worldwide, our team of 40,000 technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development.  Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.

At JPMorgan Chase & Company we value the unique skills of every employee, and we're building a technology organization that thrives on diversity.  We encourage professional growth and career development, and offer competitive benefits and compensation.  If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies around the world, we want to meet you.

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