Lead Consultant - Virtualization Engineer

Responsibilities

•    Provides Tier-3 technical support to clients
Administer, maintain, and support a variety of complex client environments.
•    Identify, analyze, and resolve problems on a variety of OS platforms.
•    Handles day-to-day VMware vSphere operational tasks including but not limited to:
o    Performance analysis of overall system health
o    Disk and Network management, configuration, and troubleshooting.
o    Apply software updates and deploy new systems.
o    Troubleshooting performance or configuration issues on virtualization platform hardware.
o    Perform root cause analysis for issues / provide workarounds to ensure business continuity.
o    Troubleshooting performance or configuration issues on platform hardware
Utilizes a variety of technology tools and procedures to respond and resolve internal and external customer issues.
o    Ensure that all incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
o    Create and maintain client technical documentation.
o    Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
o    Work with the Manager of Technical Operations to understand client business needs, identify solutions, and provide strategic recommendations
Ensure that clients’ infrastructure is healthy, stable, documented, and configured with accepted technical best practices.
o    Manage incident/task workflow, prioritize requests, and maintain transparent communication.
o    Manage and exceed client expectations