IT Infrastructure Professional II (L1 Backup & Storage Operations)

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future

Job Description

Position Overview

We are looking for an L1 Backup & Storage Operations Engineer with 3–5 years of experience in enterprise storage and backup operations. The candidate should have strong hands-on operational knowledge of NetApp storage and working knowledge of at least one enterprise backup platform such as Veritas NetBackup or Cohesity. The role will focus on day-to-day monitoring, incident handling, troubleshooting, operational support, and ITIL-based service management in a 24x7 enterprise environment

Qualifications

Key Responsibilities – NetApp Storage (Primary)

• Perform L1 monitoring and operational support for NetApp storage environments, including cluster, node, aggregate, volume, LUN and SVM health.
• Monitor storage capacity, utilization, performance indicators, alerts and hardware health; identify abnormal conditions and take appropriate first-level action.
• Perform routine checks for aggregates, volumes, LUNs, Qtrees, SVMs, NFS exports and CIFS/SMB shares as per approved operational procedures.
• Monitor storage capacity trends and proactively highlight volumes or aggregates approaching defined utilization thresholds.
• Perform first-level troubleshooting for storage alerts, volume capacity issues, snapshot-related alerts, connectivity issues and basic performance concerns.
• Monitor and validate NFS/CIFS availability and perform basic access/connectivity checks for reported incidents.
• Perform basic LUN operational checks, including status, mapping/presentation validation and coordination with server/application teams.
• Monitor snapshots and identify failed, missing, expired or space-consuming snapshots; escalate where deletion or policy changes require higher-level approval.
• Support routine storage provisioning activities such as volume/LUN/share requests by following approved SOPs and change procedures.
• Perform basic storage administration tasks such as volume status checks, snapshot verification, capacity validation and health checks.
• Monitor replication/DR status where applicable and escalate lag, failure or synchronization issues to L2/L3 teams.
• Assist with NetApp ONTAP upgrades, maintenance activities and planned changes by performing pre-checks, post-checks and validation.
• Monitor storage hardware alerts for disks, controllers, ports, shelves and other components and coordinate with L2/L3 or vendor support.
• Collect required logs, command outputs and diagnostic information for troubleshooting and vendor escalation.
• Maintain accurate storage inventory, operational records, health-check reports and shift handover documentation.

Key Responsibilities – Backup Operations

• Perform L1 monitoring of enterprise backup jobs, policies, schedules, backup infrastructure and daily backup status.
• Monitor NetBackup or Cohesity dashboards/console for failed, partially successful, delayed and long-running backup jobs.
• Perform first-level analysis of backup failures using job status, error codes, logs and standard troubleshooting procedures.
• Rerun failed backup jobs where permitted by SOP and validate successful completion.
• Monitor backup success rates and identify recurring failures, missed backups, inactive clients and policy-related issues.
• Perform basic client connectivity checks, service/agent status checks and communication troubleshooting in coordination with server teams.
• Monitor backup storage capacity and health, including applicable disk pools, deduplication/storage targets and alerts.
• Perform basic checks for backup policies, schedules, retention and job configuration; escalate configuration changes requiring L2/L3 approval.
• Monitor backup infrastructure components and raise incidents for master/media server, storage target or application-related issues.
• Perform basic tape/library monitoring where applicable, including media, drive, library and job alerts, and coordinate with L2/L3 teams.
• Support backup restore requests by validating request details, backup availability and recovery-point information before handing over or executing approved restores.
• Monitor backup reports and generate daily/shift operational reports covering success rate, failures, exceptions and pending actions.
• Identify repeated backup failures and create/update problem records or known-error information as required by the ITIL process.
• Coordinate with application, database, server and storage teams for backup-related incidents and dependencies.
• Collect job details, logs, screenshots and error information for escalation to L2/L3 or vendor support.
• Ensure backup failures are tracked to closure and that critical or business-impacting failures are escalated within SLA.

Additional Information

ITIL & Service Management Responsibilities

• Follow ITIL-based Incident, Service Request, Change and Problem Management processes.
• Log, categorize, prioritize, update and resolve incidents in the approved ITSM tool such as ServiceNow.
• Maintain accurate ticket notes, troubleshooting actions, timestamps, impact, resolution details and closure codes.
• Meet defined SLA/OLA requirements for incident acknowledgement, updates, resolution and escalation.
• Participate in shift handovers and ensure all open/high-priority incidents have clear next actions and ownership.
• Follow approved Change Management procedures and perform pre-change/post-change validation for assigned activities.
• Support Problem Management by identifying recurring incidents and providing technical observations for root-cause analysis.
• Follow standard operating procedures, knowledge articles, checklists and escalation matrices.
• Maintain effective communication with L2/L3 teams, application teams, server teams, network teams and vendors.

Monitoring, Operations & Shift Support

• Perform continuous monitoring of backup and storage infrastructure during assigned shifts.
• Respond to alerts and incidents within agreed operational SLAs and take appropriate L1 corrective actions.
• Perform daily health checks and operational checklists for NetApp and backup environments.
• Review previous-shift handover, outstanding incidents, scheduled jobs, planned changes and known issues at the start of each shift.
• Provide clear and concise shift handovers covering incidents, alerts, failures, pending activities and escalation status.
• Support 24x7 operations, including rotational shifts, weekends and on-call support as required by the business.
• Escalate critical incidents immediately and provide regular status updates until ownership is transferred or service is restored.
• Maintain operational dashboards, reports, inventory and documentation as assigned

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering or a related discipline. Relevant technical certifications are an advantage

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