Job Summary
Act as the first point of contact for customer issues related to VMC on AWS.
Handle support tickets, calls, and email communications with professionalism and empathy.
Follow the strict incident SLA's and OLA's
Perform initial triage, verify SDDC site status on Optimus tool as well as collect vSphere logs, vSAN traces, and NSX-T diagnostics.
Resolve common issues related to vCenter Server, ESXi hosts, vSAN datastore health, NSX-T networking (Tier-0/Tier-1 gateways, segments, firewall rules), and AWS connectivity (VPC peering, Direct Connect, VPN).
Guide customers through SDDC upgrade, cluster expansion, host addition/removal, and HCX migrations.
Use VMware Knowledge Base, AWS documentation, and internal runbooks to provide quick resolutions.
Identify complex issues and escalate to SRE/CRE or engineering teams.
Ensure proper documentation and handover during escalations.
Track and follow up on escalated cases to ensure timely resolution.
Contribute to FAQs and knowledge base articles for recurring issues.
Key Responsibilities
2. To conduct comprehensive code reviews, establish and oversee quality assurance processes, performance optimization , implementation of best practices and coding standards to ensure successful delivery of complex projects.
3. To ensure process compliance in the assigned module| and participate in technical discussions/review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).
4. To collaborate with stakeholders to define project scope, objectives, deliverables and accordingly prepare and submit status reports for minimizing exposure & closure of escalations.