Manage Incidents, Tasks, and Change Requests in alignment with ITIL guidelines.
Lead and coordinate during Major Incident Management (MIM) calls, ensuring timely resolution and effective communication.
Ensure SLA alignment and maintain operational documentation and knowledge base articles.
Provide technical support and mentorship to team members during solutioning and recovery.

Capacity & Performance Management

Supervise and analyze infrastructure utilization (compute, storage) for efficient performance.
Forecast capacity demands and team up with architects to strategize scaling and improvements.
Proactively identify bottlenecks and recommend improvements.
Establish and sustain capacity dashboards and performance reports for leadership.

Automation & Optimization

Identify repetitive tasks and build automation solutions to reduce manual effort.
Improve monitoring, alerting, patching, and reporting workflows through automation.
Drive continuous service improvement initiatives to improve efficiency.

Patch Management & Compliance

Plan, schedule, and complete Windows Server patching across environments.
Establish and lead dashboards and metrics related to patch compliance.
Automate the process of deploying patches and generating reports on compliance.
Ensure systems meet security, compliance, and audit standards.

Partnership & Mentorship

Collaborate with infrastructure architects to align operations with enterprise compose principles.
Mentor and guide junior engineers to improve technical capabilities.
Conduct knowledge-sharing sessions and workshops within the team.

Required Skills & Qualifications

Strong hands-on experience with VMware ESXi, vCenter, and virtualization platforms.
Proficiency in Windows Server Administration (2012/2016/2019/2022).
Knowledge of capacity management principles (forecasting, utilization, performance).
Proven skills in automation scripting (PowerShell, Python, or similar).
Experience with ITIL-based operations Incident, Change, and Problem Management.
Proven experience with P2V and V2V migrations.
Familiarity with patch management procedures and alignment to compliance reporting.
Good communication and collaboration skills, with the ability to work with architects, operations, and team members.

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