About this role
About the Role As a Subject Matter Expert in Support and Operations, you will play a crucial role in ensuring the timely resolution of escalations and incidents, adhering to SLA and quality standards. Your VMware expertise will drive customer satisfaction and operational excellence while fostering effective communication among stakeholders. What You'll Do
- Analyze and resolve escalated incidents utilizing VMware vSphere and vCenter to ensure SLA compliance and high-quality standards.
- Mentor team members in VMware vSAN best practices, while preparing Standard Operating Procedures (SOPs) and maintaining comprehensive documentation to enhance team knowledge.
- Validate change order implementation plans and ensure human error compliance, actively participating in capacity planning discussions to optimize resource allocation.
- Engage in customer meetings to gather feedback and understand issues, ensuring positive customer experiences and satisfaction through effective resolution strategies.
- Conduct thorough analyses, including root cause and trend analysis, and generate reports to present performance insights and trends. What We're Looking For
- Expert knowledge of VMware technologies including ESXi, vCenter, and vSAN with hands-on experience in installation, upgrade, migration, security patch installation, vulnerability scanning management, and advanced ESXi configuration.
- Strong network configuration experience (vDS, port groups, vMotion networks) and vCenter/SSO administration, with permissions and datastore management.
- Experience creating VM templates, deploying VMs, handling snapshots, capacity management, cluster expansion, and VM performance troubleshooting.
- Windows Server installation and upgrades, MS Cluster configuration, and RAID configuration.
- Vulnerability management, OS access management, local group policy, OS security hardening, OS performance troubleshooting, and folder-level permissions.
- Ability to handle performance issues (high CPU, high memory, OS hangs, OS repair, unexpected reboots) and daily operations including P1/P2 incidents, major change activity, root cause analysis, and change management.