Ryan Hernaez Email & Phone Number

Ncr - National Capital Region, Philippines

Philippines

Ncr - National Capital Region, Philippines

Mckinley Hills Taguig City

Application Software Handled:• Hewlett Packard Data Protector 6.11 / 6.20/7.00/8.10• HP OVSM ticketing toolJob Description:• Provides L3 SAP Backup Support to different customers of HP.• Performs troubleshooting of Storage hardware (HP StorageWorks ESL E-Series, HP StorageWorks D2D Virtual Tape Library, MSL6000).• Overall responsibility for managing the FS and DB backup of customer's SAP systems. • Plan, execute and follow up SAP backup projects under my responsibility. • Provides proactive support, through effective capacity planning and change management. • Performs Incident Management, Problem Management and Change Management for Backup L2.• Ensure all Incident tickets are solved without SLA breaches and penalties.• Assured that regular incidents trend analyses is done and reoccurring incidents are identify. Manages problem records to ensure known-errors are addressed and solutions are applied• Created and owned Root Cause Analysis documents in cooperation with other support teams (e.g. platform teams)• Give feedback to the Problem Manager and update the know error DB on new and proven solutions.• Ensure and maintain a 100% backup/restore success rate for all projects involved.• Provides critical technical subject matter knowledge of respective product/solution in-scope or supported ranging from project inception, products and solutions development, testing and integration, deployment to systems operation support.• Lead and act as escalation point, and drive issue resolution to ensure support delivery.• Primary responsible for ensuring the day-to-day operations are in support of ensuring that the Availability SLA is met• Regularly checks availability reports and investigates on any reported outages on a regular basis• Take proactive action to ensure that availability targets are met like regular review of trends and changes in HW/SW configuration that can affect SLAs and work proactively to avoid service interruptions