Global Customer Care (GCC) Remote Ops

FunctionGCSSOur CompanyWe’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 descriptionRemote Operations Specialist Job Purpose: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 healthUndertaking 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 riskWhen appropriate, remotely supporting our Customer Engineers and Partners to ensure successful execution of action plans providedRemote support of HRO (Hitachi Remote Ops) function and HRO operational escalationsUndertake remote data collection, management and initial analysis of Hitachi Vantara diagnostic dataEscalate cases when required to the appropriate Global Support practice teams which require in depth specialist analysisContribute to Technical Knowledge Base by documenting technical problems and solutionsAssist in ensuring agreed levels of service are maintained at all times, with exceptions escalatedSkills and Qualifications:2+ years experience in similar role(s) delivering customer support servicesAptitude for providing excellent customer service including clear communication, problem solving and technical writing skillsPossess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environmentPositive self-starter, able to take direction and work within a team environment • Aptitude to learn and support new products and systemsAbility to work nights, weekends, or standby shifts as needed to meet schedule requirementsSkills in one or more of the following areas are highly desired: 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 skillsSelf-motivated and drives issues to resolutionAble to work under minimal supervision and as part of a global, virtualised teamConfident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectivesOrganized and adaptable; clear thinker with a tolerance for ambiguityWillingness to accept responsibility and take ownership when required due to circumstances presentedNatural problem solverStrong customer service orientation and ability to develop, and maintain, good working relationships at all levelsAbout usWe’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.Fostering innovation through diverse perspectivesHitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.How we look after youWe help take care of your