Job Description

Job Summary

The Senior Administrator in Support & Operations plays a crucial role in delivering advanced technical support and operational excellence. This position focuses on troubleshooting complex incidents, performing root cause analysis, and implementing solutions that enhance customer satisfaction. The role requires a strong command of VMware technologies and a commitment to continuous improvement in operational processes.

Key Responsibilities

1. Provide Advanced Technical Support For Vmware Vsphere And Vcenter By Diagnosing And Resolving Complex Incidents, Ensuring Adherence To Quality Standards And Company Policies.
2. Conduct Root Cause Analysis For Escalated Issues Related To Vmware Vsan And Aria Monitoring Tools, Implementing Effective Solutions To Mitigate Technical And Security Challenges.
3. Facilitate Knowledge Base Updates And Management, Contributing To The Training And Coaching Of Junior Analysts To Enhance Team Capabilities And Operational Efficiency.
4. Resolve Complex Service Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Addressing Security Threats Proactively.

Skill Requirements

1. In-Depth Proficiency In Vmware Vsphere And Vcenter
2. Solid Understanding Of Vmware Vsan And Vmware Srm
3. Experience With Aria Monitoring Tools And Sddc
4. Strong Analytical And Troubleshooting Skills
5. Familiarity With Itil Processes And Customer Service Best Practices

Other Requirements

1. VMware Certified Professional (VCP) certification is recommended .
2. ITIL Foundation certification is optional but candidate should have effective service management skills & practices