• Perform daily health checks, monitor alerts, and execute routine backup jobs across diverse client environments. • Handle, triage, and resolve Level 1/2 incidents and service requests related to failed backups, working within defined Service Level Agreements (SLAs). • Learn and apply fundamental troubleshooting techniques for Windows Server, networking (DNS, DHCP), and virtualization layers (VMware). • Log all activities accurately and assist in keeping Standard Operating Procedures (SOPs) up-to-date. • Work designated shifts, participate in knowledge-sharing sessions, and learn directly from senior engineers.

• Utilize CRM/ITSM tools to perform accurate data entry, ensuring sales orders and customer details are correctly recorded for provisioning and billing. • Strictly follow Standard Operating Procedures (SOPs) for basic provisioning tasks, inventory management, and service activation handoffs. • Assist senior specialists with resource allocation and scheduling by updating project statuses and managing basic workloads. • Maintain records for new inventory requirements and assist in physical inventory audits and monthly reconciliations. • Gain a basic understanding of the sales-to-delivery lifecycle and the importance of the customer journey during implementation.

• Independently negotiate and own project timelines with customers, internal engineering teams, and vendors to ensure projects are delivered efficiently, and revenue is realized expediently. • Take responsibility for financial reconciliation; ensure accurate billing triggers are set in the CRM and lead the QA process for tasks handed off to Finance. • Manage routine operational vendor relationships critical for provisioning services and oversee monthly inventory audits and reconciliations autonomously. • Act as the primary communication lead with customers, providing transparent status updates and managing expectations throughout the contract-to-fulfillment process. • Effectively manage internal resource allocation to balance team workload and maintain a smooth delivery pace.

• Take lead responsibility for maintaining, monitoring, and optimizing highly available, enterprise-grade backup solutions (e.g., Veeam, Commvault, etc.). • Lead detailed Root Cause Analysis (RCA) for recurring and complex backup failures, implementing permanent fixes and service improvements. • Act as a key reviewer and executor for service changes, ensuring strict adherence to ITIL change enablement procedures. • Actively identify, propose, and implement opportunities for automation and process enhancement to boost service reliability and efficiency. • Serve as the Subject Matter Expert (SME) for customer and internal team inquiries, translating technical problems into clear business impacts.