Job Summary

The Acronis Backup L2 Engineer is responsible for providing second-level support for enterprise backup and recovery operations using Acronis solutions. This role focuses on incident resolution, backup monitoring, restore support, job troubleshooting, policy administration, and ensuring backup services meet availability, security, and recovery requirements across server, virtual, and cloud environments.  Acronis Backup L2 - Job Description : The Acronis Backup L2 Engineer is responsible for providing second-level support for enterprise backup and recovery operations using Acronis solutions. This role focuses on incident resolution, backup monitoring, restore support, job troubleshooting, policy administration, and ensuring backup services meet availability, security, and recovery requirements across server, virtual, and cloud environments. • Backup Monitoring and Operations: Monitor scheduled backup jobs, verify completion status, identify failures, and take corrective action to maintain backup service health.• Incident and Problem Resolution: Provide L2 support for backup failures, restore issues, agent errors, storage connectivity problems, retention issues, and performance-related incidents.• Restore and Recovery Support: Perform and support file-level, volume-level, and system-level restores in line with business requirements and defined recovery objectives.• Administration and Configuration: Create and maintain backup plans, schedules, retention policies, storage destinations, protection groups, and alerting configurations within Acronis environments.• Patch and Maintenance Activities: Support upgrades, patching, health checks, and routine maintenance of backup infrastructure and associated components.• Capacity and Performance Management: Monitor storage consumption, backup window performance, and resource utilization to support reliable operations and capacity planning.• Security and Compliance: Ensure backup processes align with data protection, access control, encryption, and audit requirements.• Documentation and Collaboration: Maintain operational runbooks, troubleshooting notes, and service documentation while working closely with server, storage, network, security, and application teams. • Escalation Management: Escalate complex or product-level issues to L3 teams or vendors with proper analysis, logs, and impact details. Required Skills and Experience • Experience: Typically 3-5 years of IT infrastructure or backup administration experience, with at least 2 years of hands-on exposure to Acronis backup and recovery operations.• Acronis Knowledge: Good working knowledge of Acronis Cyber Protect or related Acronis backup platforms, including backup plans, agents, alerts, retention policies, recovery workflows, and reporting.• Backup Concepts: Strong understanding of full, incremental, and differential backups; recovery points; retention; replication; RPO and RTO; and disaster recovery fundamentals.• Platform Knowledge: Experience supporting Windows servers and familiarity with virtual environments such as VMware or Hyper-V. Exposure to cloud or hybrid backup environments is an advantage. • Troubleshooting Skills: Ability to analyze logs, diagnose failed jobs, resolve backup and restore issues, and identify recurring operational problems. • Storage and Networking Basics: Understanding of storage concepts, disk pools, repositories, access permissions, and basic network connectivity relevant to backup operations. • Security Awareness: Knowledge of backup security best practices including encryption, credential protection, role-based access, immutability concepts, and ransomware recovery considerations. • Scripting and Automation: Basic knowledge of PowerShell or scripting for reporting, task automation, or operational support is preferred. •  Familiarity with ITIL-based incident, change, and problem management.

Key Responsibilities

 Backup Monitoring and Operations: Monitor scheduled backup jobs, verify completion status, identify failures, and take corrective action to maintain backup service health. • Incident and Problem Resolution: Provide L2 support for backup failures, restore issues, agent errors, storage connectivity problems, retention issues, and performance-related incidents. • Restore and Recovery Support: Perform and support file-level, volume-level, and system-level restores in line with business requirements and defined recovery objectives. • Administration and Configuration: Create and maintain backup plans, schedules, retention policies, storage destinations, protection groups, and alerting configurations within Acronis environments. • Patch and Maintenance Activities: Support upgrades, patching, health checks, and routine maintenance of backup infrastructure and associated components. • Capacity and Performance Management: Monitor storage consumption, backup window performance, and resource utilization to support reliable operations and capacity planning. • Security and Compliance: Ensure backup processes align with data protection, access control, encryption, and audit requirements. • Documentation and Collaboration: Maintain operational runbooks, troubleshooting notes, and service documentation while working closely with server, storage, network, security, and application teams. • Escalation Management: Escalate complex or product-level issues to L3 teams or vendors with proper analysis, logs, and impact details.

Skill Requirements

Experience: Typically 3-5 years of IT infrastructure or backup administration experience, with at least 2 years of hands-on exposure to Acronis backup and recovery operations. • Acronis Knowledge: Good working knowledge of Acronis Cyber Protect or related Acronis backup platforms, including backup plans, agents, alerts, retention policies, recovery workflows, and reporting. • Backup Concepts: Strong understanding of full, incremental, and differential backups; recovery points; retention; replication; RPO and RTO; and disaster recovery fundamentals. • Platform Knowledge: Experience supporting Windows servers and familiarity with virtual environments such as VMware or Hyper-V. Exposure to cloud or hybrid backup environments is an advantage. • Troubleshooting Skills: Ability to analyze logs, diagnose failed jobs, resolve backup and restore issues, and identify recurring operational problems. • Storage and Networking Basics: Understanding of storage concepts, disk pools, repositories, access permissions, and basic network connectivity relevant to backup operations. • Security Awareness: Knowledge of backup security best practices including encryption, credential protection, role-based access, immutability concepts, and ransomware recovery considerations. • Scripting and Automation: Basic knowledge of PowerShell or scripting for reporting, task automation, or operational support is preferred. • Process Knowledge: Familiarity with ITIL-based incident, change, and problem management processes. • Communication: Strong verbal and written communication skills with the ability to coordinate with technical teams and support business users during restore activities.

Other Requirements

Bachelor\'s degree in Computer Science, Information Technology, or a related discipline. • Acronis product certification or relevant backup administration certification is an advantage. • Experience working in enterprise support environments with SLA-based delivery and on-call support. • Exposure to DR drills, recovery testing, or cyber-resilience practices is preferred.