Job Type: Permanent
TSD is the single point of contact for RS customers during the disaster recovery exercise cycle. The role is responsible to gather the technical specifications required by customers for testing and act as a liaison to recovery operations. The Engineer
TSD will also interface directly with customers to provide support during test exercises and/or recoveries. This support position will be responsible for hardware setup and configuration, technical support and initial problem determination / resolution for all aspects of recovery testing.
Operating System(s)/Application Software Supported:
Provide proficient support in the Operating systems and Applications listed below.
Intel Based Operating Systems : Microsoft Windows, Vmware
Cisco Operating System s: Version 12.X and newer
Telephony Application/Utilities: Call Pilot, Symposium, Voice over IP (VoIP)
Recovery Applications/Utilities: TSM, Sysback, NetBackup
Intel based servers
Cisco switches and routers
Avaya telephony switches
LAN accelerators (Riverbed, etc.)
Very Small Aperture Terminal
Tape Drive/Media DDS, DLT, LTO
Assist with hardware installations and relocation as required
Assist with hardware repairs, swapping disk drives and/or I/O adapters on selected servers
Assist with hardware troubleshooting diagnosis and repairs
IBM, EMC, or Hitachi Storage Subsystems
Pre-test Conference Call Participation:
Create hardware configuration documents (server prep matrix).
Obtain desired hardware configurations for each scheduled server.
Obtain and create required network configuration documents.
Obtain and create required telephony configuration documents.
Setup Hardware Configurations for Pending/Scheduled Recoveries:
Create and configure Domains and Partitions.
Install operating systems.
Connect required disk and tape libraries/drives by patching and/or SAN zone setup.
Storage Area Network (SAN) - zone the respective hardware as required.
Configure Raid protection internal storage.
Assign VLAN(s) and patch network connectivity.
Configure routers and switches to support network configuration.
Configure telephony switches to support call routing and messaging.
Test/validate hardware, network, voice, and peripheral configuration.
Setup and configure Mobile Testing Units.
Standard Recovery Support:
Direct customer interaction.
Support recovery to dissimilar hardware.
Provide technical support to subscribers during recovery testing or in a disaster.
Troubleshoot any problems with infrastructure, systems, servers, peripheral hardware, operating systems, network, and telephony problems as required.
Manage Recovery Services (in addition to standard support) :
Product: Standby Operating System ( SOS ) & Imaging Applications:
Utilize Jump-Start to deploy Flash Archive images.
Utilize Jump-Start to validate Customer Flash Archive images.
Product: Vaulting Services:
Provide connectivity for recovery.
Install client software and configure.
Support other Sungard AS products, recovery methodologies as they evolve.
Work with product management and venders as required.
Receive and process service tickets as required.
Install new hardware as required.
Other projects as assigned.
Periodic travel required for test support and recovery to mobile test locations, other Sungard AS locations, as well as customer locations for technical meetings, sales support and/or "Procedure Development".
On-call 24 X 7 X 365. Must be able to travel on short notice.
Ensure team understands test objectives and process for recovering.
Maintain knowledge of Sungard AS contracts and individual schedules as they relate to products and services required for testing.
Identify key players within the client relationship. ( DRC & Technical Engineers)
Be the customer's advocate within Sungard AS. Understand their recovery requirements, critical testing windows, and potential impacts.
Gain and Maintain an in-depth knowledge of the platforms/technologies supported by your team through cross training.
Maintain a close working relationship within your team to understand changes in the Sungard AS environment as they relate to test coordination and the support of our customers.
Sungard Availability Services