Remote Operations Specialist

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

Job Summary: The IC3 Remote Operations specialist is responsible for remote Customer support functions for the Hitachi Vantara Global Customer community. These remote support activities include but are not restricted to data collection, management and analysis of Hitachi Vantara diagnostic data, remote health checking, remote microcode management and remote configuration activities. This role involves collaborating with Customers and Partners to ensure efficient and effective remote maintenance activities, enhancing the customer experience, and improving overall operational performance.

Key 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
  Skills and Qualifications:
  • 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
  • Skills in one or more of the following areas are highly desired:

o IP Networking Concepts (TCP/IP, Active Directory)

o Cloud based Solutions

o Programming Skills (Python, REST API)

o Network Attached Storage (NAS)
o Operating systems including Windows, Linux, VMware
o Enterprise Storage Solutions and Products (Hitachi, EMC, IBM)
o Fiber Channel, Connectivity Solutions (Brocade, Cisco)
o Other software solutions including but not limited to Veritas, MSCS, Oracle, Commvault, etc.

Personal Skills:

• 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

Championing diversity, equity, and inclusion

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.