Hitachi Vantara is hiring a Global Customer Care (GCC) Remote Ops

Hitachi Vantara is looking for a Global Customer Care (GCC) Remote Ops specialist to deliver remote support services for our global customer and partner community. You will ensure efficient remote maintenance activities, directly contributing to an enhanced customer experience and improved operational performance.

What You'll Do

• Schedule and deploy remote microcode upgrades to ensure customer and partner environments remain current.
• Undertake remote health checking and liaise with customers and partners to review results and provide guidance.
• Remotely support Customer Engineers and partners to ensure successful execution of action plans.
• Provide remote support for the Hitachi Remote Ops function and handle operational escalations.
• Undertake remote data collection, management, and initial analysis of Hitachi Vantara diagnostic data.
• Escalate cases to appropriate Global Support practice teams when required.
• Contribute to the Technical Knowledge Base by documenting technical problems and solutions.
• Assist in ensuring agreed service levels are maintained, escalating exceptions as needed.

What We're Looking For

• 2+ years of experience in a similar customer support role.
• Aptitude for excellent customer service including clear communication, problem-solving, and technical writing skills.
• Strong organizational skills and ability to manage multiple issues simultaneously in a fast-paced environment.
• Positive self-starter who can take direction and work within a team.
• Aptitude to learn and support new products and systems.
• Ability to work nights, weekends, or standby shifts as needed.

Nice to Have

• Knowledge of IP Networking concepts (TCP/IP, Active Directory).
• Experience with cloud-based solutions.
• Programming skills (Python, REST API).
• Familiarity with Network Attached Storage (NAS).
• Experience with operating systems including Windows, Linux, VMware.
• Knowledge of enterprise storage solutions and products (Hitachi, EMC, IBM).
• Understanding of Fiber Channel and connectivity solutions (Brocade, Cisco).
• Experience with other software solutions like Veritas, MSCS, Oracle, Commvault.

Technical Stack

• WEBEX, Bombgar, Teams
• Python, REST API
• Windows, Linux, VMware
• Veritas, MSCS, Oracle, Commvault

Team & Environment

Part of a global, virtualised team.

Benefits & Compensation

• Industry-leading benefits, support, and services that look after holistic health and wellbeing.
• Flexible arrangements (role and location dependent).

Work Mode

This position is based in Kuala Lumpur - Jalan Bangsar.

We’re proud to be an equal opportunity employer and welcome all applicants without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic.