Job description:

Provides specialist guidance on high-level design when required (30%). Delivers hands on implementation and integration of VMware technology vSphere, NSX and VCD in their domain (70%). Work stream lead on L2 and L3 projects. Leads single resource projects.Provides technical input to Solution Architects and SBMs' in the pre-sales stage of an opportunity by providing accurate effort estimation in their specialist area. Displays commercial awareness by identifying future services opportunity within a project.Understands the end-to-end project plan, including all work streams. May act as technical lead on project streams or consulting engagements. Accountable for individual deliverables. Contributes in meetings and at times may present findings. Recognizes when change requests are required. Regularly reviews work of other team members. Actively demonstrates commercial awareness and stays within the scope of the contracted work.Has a good understanding of Change Management processes and can raise change requests when required and make accurate impact assessments in specialist area. Successfully executes and closes-down change requests and rollback plans when required. Is able to demonstrate basic value management by governing customer requirements to balance satisfied business needs and personal time available on a project as agreed in the statement of works.Recommended Industry Certification: VCF, VCD or NSX

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations /L3 level support and doing incident & problem management
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.