Job Summary

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 expertise in VMware technologies will drive customer satisfaction and operational excellence while fostering effective communication among stakeholders.

Key Responsibilities

1. Analyze And Resolve Escalated Incidents Utilizing Vmware Vsphere And Vcenter To Ensure Compliance With Slas And Maintain High-Quality Standards.
2. Mentor Team Members And Administrators In Vmware Vsan Best Practices, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Enhance Team Knowledge.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Engage In Customer Meetings To Gather Feedback And Understand Issues, Ensuring Positive Customer Experiences And Satisfaction Through Effective Resolution Strategies.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, And Generate Reports To Present Performance Insights And Recommendations To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Vmware Vsphere And Vcenter
2. Proficiency In Vmware Vsan And Related Technologies
3. Strong Analytical Skills For Incident Resolution And Performance Analysis
4. Excellent Communication Skills For Stakeholder Engagement And Mentoring
5. Familiarity With Documentation Practices And Sop Development

Other Requirements

1. Vmware Certified Professional (Vcp) Certification Is Preferred.
2. Itil Foundation Certification Is Optional But Valuable