Escalation Lead

4 weeks ago

Bengaluru, Karnataka, India Talent Worx Full time

Key Responsibilities :

- Act as the primary escalation point of contact, demonstrating leadership in managing critical customer issues.

- Lead communication between customer teams, HPE internal teams, and vendor partners to resolve escalations efficiently.

- Manage and maintain Storage & Backup operations, ensuring rapid restoration of systems to operational status.

- Share Data Center Best Practices and proactively identify opportunities for issue prevention and optimization.

- Troubleshoot and resolve complex VMware / virtualization issues in large, distributed environments.

- Develop, manage, and communicate technical action plans, collaborating with Commvault and other relevant technologies.

- Coordinate technical action planning across multiple customer/partner resources.

- Provide 24x7 support availability, including after-hours support for critical customer escalations.

- Lead virtual technical teams across HPE, partners, and vendors to isolate and resolve issues.

- Support design and implementation of VMware-based solutions to meet customer requirements.

- Identify and recommend process improvements to enhance escalation and resolution efficiency.

- Mentor peers and share knowledge to improve team competence and consistency.

Technical Skills :

VMware Expertise :

- Strong hands-on experience with VMware vSphere, VMware NSX, and VMware vSAN.

- Proficiency in disaster recovery solutions such as SRM, MetroCluster, and Stretched Cluster.

- Skilled in VMware upgrades, resolving upgrade-related issues.

- Designing VMware environments based on performance and workload specifications.

Automation & Scripting : Strong skills in PowerShell, Python, and VMware PowerCLI.

Infrastructure Knowledge :

- Solid understanding of hardware, networking, and storage protocols supported by VMware.

- Knowledge of private, public, and hybrid cloud models.

- Exposure to AWS, Azure, GCP, or OLVM is desirable.

Storage & Networking : Expert-level proficiency in storage and network protocols supported by VMware.

Monitoring & ITSM Tools : Knowledge of ServiceNow, remote monitoring, and support processes.

Experience :

- 4+ years of demonstrated experience in VMware troubleshooting, virtualization, and vSAN.

- Proven ability to isolate and resolve complex technical/business problems in customer-facing environments.

- Experience managing escalations across global teams and diverse stakeholders.

- Strong analytical, problem-solving, and communication skills.

Certifications :

- VMware Certified Professional (VCP) or VMware Certified Advanced Professional (VCAP) required/preferred.

- ITIL Foundation certification preferred.

- Additional certifications in cloud technologies (AWS, Azure, GCP) are a plus.

Education :

- Bachelors degree in Computer Science, Information Technology, or related field (or equivalent practical experience)

(ref:hirist.tech)

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