Job Summary

The Sr. Support Administrator plays a critical role in the Support & Operations team by providing advanced technical support and ensuring operational excellence. This position focuses on troubleshooting complex incidents and performing root cause analysis to enhance customer satisfaction and maintain robust system performance.

Key Responsibilities

1. Provide Advanced Technical Support And Solutions For Complex Incidents Involving Nutanix, Vmware Vsphere & Vcenter, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis And Implement Effective Solutions For Technical And Security Issues Escalated By Analysts, Ensuring Timely Resolution Within Agreed Slas.
3. Manage Knowledge Base Updates And Contribute To Documentation Efforts, Facilitating Continuous Improvement And Knowledge Sharing Within The Team.
4. Train And Mentor New Analysts, Fostering Skill Development And Enhancing Team Capabilities Through Effective Coaching And Guidance.
5. Collaborate With Cross-Functional Support Teams To Ensure Seamless Operations And Maintain A Strong Security Posture, Focusing On Minimizing Downtime And Service Disruptions.

Skill Requirements

1. Advanced Proficiency In Nutanix And Vmware Vsphere & Vcenter Technologies.
2. Strong Understanding Of Cloud Infrastructure And Virtualization Concepts.
3. Solid Troubleshooting Skills With The Ability To Perform Root Cause Analysis.
4. Familiarity With Itil Processes And Best Practices In Support Operations.

Other Requirements

1. Optional But Valuable Certifications: Nutanix Certified Professional (Ncp), Vmware Certified Professional (Vcp)