Job description:

Role Overview:
The L2 Backup Support Engineer will provide day-to-day operational support for backup environments, focusing on monitoring, issue resolution, and ensuring backup integrity.

Key Responsibilities:
- Monitor PPDM and Veritas NetBackup backup operations.
- Investigate and resolve backup failures and job errors.
- Assist in the transition of SQL backups to PPDM.
- Perform routine maintenance and first-level troubleshooting.
- Generate operational reports and escalate critical issues to L3 teams.
- Support cross-skilling initiatives for L1 and other team members.

Required Skills:
- Hands-on experience with PPDM and Veritas NetBackup.
- Knowledge of SQL database backup processes.
- Strong analytical and troubleshooting skills.
- Ability to work in a structured, SLA-driven support environment.

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.