Job description:

"Subject Matter Expert in core implementation. Understands and can contribute to low-level designs of L1 and L2 project complexity based on core technologies. Installs and configures products within their chosen technical
domain. Seen as an expert in troubleshooting and supporting core technologies.
Identifies opportunities for upsell and cross-sell whilst in delivery. Has a broad awareness of VMware's portfolio, extending to both product and services.
Awareness of how projects are structured and the implications of not meeting the deadlines for both time and materials or fixed scope. Regularly contributes during meetings. Reviews own work for thoroughness, quality and
accuracy. Accountable for own decisions and results. Has an understanding of Change Management processes and can contribute details to and successfully execute change requests and rollback plans when required
Recommended Industry Certification: MCSA
Recommended VMware Certification: DCA"

Resourcing and subcontracting experience, or project management background, Communication, conflict and negotiation skills
Project Management/subcontracting skills
4+ years of industry experience

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases