Professional Services Engineer

Role Overview

NetApp is looking for a seasoned Senior Professional Services Engineer to join its global 24x7 Storage Operations team based in Cork, Ireland. This role focuses on providing Level 3 support such as incident handling, service request management, problem-solving, infrastructure upgrades, and ONTAP system enhancements.

Key Responsibilities

• Deliver Level 3 technical support, including incident response and service request fulfillment for Platform and Managed Services customers.
• Manage problem resolution and perform infrastructure improvements including ONTAP upgrades.
• Act as the primary escalation point and lead resource for delivery teams, tracking project statuses and ensuring timely resolution.
• Conduct customer training sessions through formal demonstrations or ad hoc knowledge transfer.
• Build and maintain robust relationships with both internal stakeholders and external clients.

Technical Expertise Required

• Extensive experience deploying and managing NetApp storage systems (both CDOT and 7-Mode), troubleshooting performance issues, and handling firmware and OS upgrades.
• Proficient with storage networking including Cluster Switches and SAN Fabric switches, utilizing tools such as OnCommand Unified Manager, Performance Manager, and ActiveIQ.
• Deep understanding of storage protocols like CIFS, NFS, iSCSI, and Fibre Channel.
• Solid grasp of NetApp features such as snapshots, controller failover, data provisioning, deduplication, cloning, SnapMirror, IntelliSnap, monitoring, replication, security hardening, and performance tuning.
• Knowledge of NetApp’s cloud and hybrid storage solutions, including Cloud Volumes ONTAP (CVO), StorageGRID, E-Series, Cloud Backup, Data Intelligence Integration (DII), data classification, and native cloud services like Amazon FSx for ONTAP.
• Experience with NetApp Cluster deployments, storage backup strategies, and disaster recovery testing.

Additional Technologies (Preferred)

• Familiarity with Trident, Trident Protect, OpenShift, and OpenStack environments.
• Understanding of monitoring systems like Logic Monitor, WANs, SANs, and disaster recovery technologies.
• Experience with Microsoft Windows Server ecosystem including monitoring, troubleshooting, administration, and security hardening.
• Knowledge of compute, virtualization, and networking infrastructure such as FlexPod, Cisco UCS, IBM Blade Center, VMware vSphere, and Commvault backup solutions.
• Linux system administration skills and supporting cloud infrastructure components including storage, networking, servers, and VMware.
• Competence with object storage APIs like S3.
• Exposure to cloud platforms such as Google Cloud Platform, Microsoft Azure, and AWS with cloud certifications being a plus.

Soft Skills and Other Requirements

• Fluency in both Spanish and English with strong communication abilities in verbal and written formats.
• Basic knowledge of Artificial Intelligence and Generative AI technologies, leveraging AI-assisted tools to enhance troubleshooting, documentation, operational efficiency, and customer service.
• Sound understanding of ITIL processes including change, incident, problem, and configuration management.
• Experience or understanding of outsourcing, managed services, and the evolving cloud industry landscape.
• Positive, proactive, and collaborative team player.

Qualification & Experience

The position typically requires at least 8 years of relevant experience with a bachelor's degree, or 6 years with a master’s degree, or a PhD along with appropriate professional experience. Equivalent combinations of education, training, and related work experience will also be considered.

Work Environment

The role is full time and onsite in Cork, Ireland, with a hybrid working model designed to promote collaboration and culture. Equal employment opportunities are strictly observed.

Additional Information

Applications are to be submitted through the company's official channels only to ensure fair and efficient processing. The recruitment process may incorporate artificial intelligence tools to assist in evaluation and decision-making, complementing human judgment rather than replacing it.