Job Description

Job Summary

The Subject Matter Expert (Support & Operations) plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality standards and SLAs. This position focuses on enhancing customer satisfaction through effective communication, mentoring, and strategic analysis to drive continuous improvement in support operations.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents Through Efficient Analysis Of Nutanix And Vmware Vsphere & Vcenter Environments In Accordance With Slas.
2. Mentor Team Members And Administrators, Preparing Standard Operating Procedures And Maintaining Effective Documentation For Nutanix Cloud Infrastructure And Vmware Operations, While Fostering Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Foster Positive Customer Feedback And Satisfaction By Participating In Customer Meetings, Understanding Challenges Faced, And Providing Strategic Solutions Related To Nutanix And Vmware Technologies.
5. Conduct And Validate Analyses, Including Root Cause And Trend Analyses, Presenting Insightful Reports To Key Business Stakeholders To Facilitate Informed Decision-Making And Performance Improvement.

Skill Requirements

1. Proficient In Nutanix And Vmware Vsphere & Vcenter With A Strong Understanding Of Support Operations
2. Solid Knowledge Of Nutanix Cloud Infrastructure And Best Practices For Incident Resolution
3. Excellent Communication And Presentation Skills To Engage With Stakeholders Effectively
4. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analysis

Other Requirements

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