Job Description: Own an escalation, demonstrate leadership and be the designated point of contact for the Technical Escalation Process. The position involves taking a leadership role with customer teams and internal teams to resolve problems, maintain managed Storage & Backup operations and, when necessary, to return systems to operational status. The job also involves leading communication between technical teams, customers and internal organization to fulfill customer needs and accomplish customer satisfaction. Strong and solid concepts on Virtualization. Share Datacenter Best Practice among other Technology peers & Teams in the GMS community and be required to actively look for and identify pro-active / issue prevention opportunities where these presents themselves. Supporting and troubleshooting complex Vmware / Virtualization issues in complex and widely distributed environment. Manage technical action planning across multiple customer / partner resources while leading development of Commvault technical action plan. Communicate Technical action plan, drive internal HPE Technical Teams / Customer / Partner communications. Capable of working constructively in a highly pressurized environment. Willing to work after office hours to manage critical customer escalations when necessary 24x7 availability as required for Out of Hours (OOH) coverage. Demonstrates the ability to work with and be sensitive to other cultures. Skilled in utilizing methodologies for problem management and resolution of escalated issues. Provides highly innovative management of complex escalations. Create opportunities to increase the competence of the work group in a proactive and consistent way. Identifies and communicates possible process changes that will remedy inefficiencies as appropriate. Lead / drive virtual technical teams within HPE / Partner to isolate the cause of issue. Work with the different support Vendors, customer account team, HPE / Partner onshore and offshore teams, as well as other stakeholders like Managed Services Manager, Consultants, Customer Business Manager, Escalation manager etc. Negotiate to bring correct resources together to focus on an issue Plan and implement best practices. Knowledge & Skills: *Experience in designing, deploying, and managing VMware-based virtualization. *Expert-level proficiency in VMware vSphere, VMware NSX, and VMware vSAN technologies. *Document design, implementation, and troubleshooting procedures for VMware cloud solutions. *Expert-level proficiency in Disaster recivery solutions like SRM, Metro CLuster, Streched CLuster etc. *Expert-level proficiency in designing VMware environment based on Performance Requirement. *Strong scripting and automation skills using tools such as PowerShell, Python, or VMware PowerCLI. *Strong experience in Upgrading VMware components and tackling Issues during upgrades. *Expert-level proficiency in designing customer Workload specs based on the requirements from application. *Expert-level proficiency on Storage and network protocols supported by VMWare. *Fundamental Knowledge on Hardware, Network and Storage concepts is a must. *Solid understanding of cloud computing principles and architectures, including private, public, and hybrid cloud models. *Excellent analytical and problem-solving skills, with the ability to troubleshoot complex VMware issues and drive resolution. *Strong communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders. *VMware certifications such as VMware Certified Professional (VCP) or VMware Certified Advanced Professional (VCAP) would be a plus. *Experience with other cloud platforms such as AWS, Azure, OLVM or Google Cloud Platform (GCP) is desirable. Experience : 4+ years of demonstrated experience in Vmware troubleshooting including service and support on Virtualization, vSAN. Ability to isolate and solve complex technical/business problems with the ability to interact with people (customer and internal HPE) at all levels, across a geographic region. Demonstrate strong written and verbal communication skills. Certifications: VMware certifications such as VMware Certified Professional (VCP) or VMware Certified Advanced Professional (VCAP). ITIL Foundation certification preferred. Knowledge of Remote Support and Remote monitoring processes and concepts Knowledge on Service Now Interpersonal Skills: Demonstrated expertise with Vmware Virtualization including server hardware, linux, windows. Familiarity with VCenter, Vmware Vsphere, vswitches. Experience with vSAN Basic troubleshooting in Vmware environment. Experience managing multi node clustered setup. Experience in Vcenter and ESXi Patching. Familiarity with monitoring tools like Grafana/Nagios/Opsramp. Familiarity with the Server Storage connectivity basics. Experience in Incident/Change/Problem management and Root Cause Analysis Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. Exceptional Customer service skills, mindset & attitude. Be professional in all modes of interaction with our internal & external customers. Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. Innovative - Builds and improves key business processes that enhance the effectiveness of HPE. Generates new ideas, challenges the status quo, and solves problems creatively. The candidate must collaborate with other teams and individuals within the organization Be capable of making well founded decisions in high pressure situations & exercising diplomacy when operating in politically charged environments. Actively listen and confirm problem details showing empathy for urgent situations Utilize effective negotiation skills which will lead to satisfactory issue resolutions.
