Technical Service Engineers (multiple levels) for VCF Pro-Active Support Services (vPASS) - Opportun

Company: VMware Global
Location: Palo Alto
Posted on: June 22, 2022

Job Description:

As a Senior Technical Service Engineer for VMware Cloud Foundation (VCF) Pro-Active Support Services (vPASS) you will have the responsibility to work with the VMware business units, VMware Global Services, and Dell Global Services teams to provide software upgrades for our VCF customers as part of the newly-formed VCF Pro-Active Support Services (vPASS) team, which is being implemented to pro-actively provide upgrade services to VCF customers. - This new vPASS service offering is strategic to the success of the VMware Cloud Foundation product offering, which itself is a key element of VMware's cloud portfolio of software and services. - vPASS will be a global team supporting VCF upgrades 24x7, and its services will be offered by scheduling the upgrade activities.Successful candidates for this role will need to be skilled at performing standard system updates for the software components of the VCF system, including vSphere, vSAN, NSX, and vRealize Suite. - You will also need to be skilled at identifying upgrade failures, collecting the appropriate logs and artifacts for diagnosing the problems, reporting the problems, and applying the appropriate fixes once the problems are diagnosed and resolved. - You should be passionate about providing an excellent service experience to our customers that have embraced this technology. - You should have a strong background in supporting enterprise-level solutions and also have a passion for embracing new technologies; you should enjoy taking ownership of the service process from start to finish and maintaining a proactive customer-first attitude throughout while developing excellent technical skills in VCF. - Being a motivated self-starter is a must! - Strong customer-focused skills and a customer-focused approach should guide everything you do as you provide excellent services for our customers and take pride in your work.Job Role and ResponsibilitiesPerform standard system upgrades on VCF systems as scheduled; report all issues and defects encountered during the process using prescribed systems; work directly with our support teams and product engineering teams to remediate failures when the fixes are supplied.Track progress on upgrades and provide reports to your leadership, and be capable of estimating completion times based on standard metrics and your gained experience.Report and track all issues that arise with customer upgrades; remediate them directly as you develop the knowledge and skills; work with VMware Global Services to scope out new issues and track them to their ultimate resolution and customer system remediation.Communicate pro-actively and professionally with our customers, partners, and other VMware teams.Operate as a single team, supporting your other team members - share knowledge openly and freelyWork with key stakeholders in the company, including VCF Engineering, Product Management, Sales, Professional Services, and IT, to drive end-to-end process improvement for VCF upgrades, including automations, and providing relevant feedback to the product teams to continuously improve the VCF product and its upgrade process.Work directly with the Dell Remote Pro-Active (RPS) service team to support their VCF-on-VxRail upgrades if they encounter issues, before those issues might be escalated to VMware Global Services.Build strong relationships with VMware's customers and account teams.Improve overall customer satisfaction with VMware's VCF upgrades by providing a quality service to handle those upgrades for the customer.Support your leadership in designing, developing, and implementing processes, systems, and technology to support and enhance this technical services function, including workflow and incident management; our goal is to achieve quality services at scale.Stay current with VCF releases and their upgrade processes and details, including Skip-Level Upgrades, so that the vPASS team can provide upgrade services for all existing versions of VCF.Support the account teams in working with customers to determine if the vPASS service is right for their customers; work with customers, account teams, and partners to assess customers' VCF deployments for fitness for upgrades (pre-upgrade assessments).Work with customers to help remediate VCF health issues and configuration drift, as needed, to bring their systems into compliance so that they can be successfully upgraded.Work with customers and their account teams to minimize risk of downtime or interference with normal business operations.Use your technical background, experience, and product knowledge to proactively identify risks, issues, and drive their resolutionRequired Skills and ExperienceFive+ years of experience in the software industry, with a minimum of two years in technical services and/or supportBS degree or equivalent technical experienceAbility to work in 24x7 global environment, including nights and weekends as needed, as required by customers' maintenance windowsvSphere knowledge and experience (intermediate experience with all core vSphere products)VCP (with a target of getting VCAP)Linux experience (Intermediate cli skills for log analysis are recommended)Knowledge and experience with REST APIs and JSON, and SQL programming is a plusCore networking knowledge (basic knowledge, including work with VDS, pNICs and vNICs, etc.)Excellent knowledge of core VMware products (including vSphere, vSAN, NSX, vRealize Suite), especially their deployment and upgrade processesWorking knowledge of the VMware Cloud Foundation product, including its features, functionality, deployment, configuration, operations, troubleshooting, etc.Ability to work across multiple product log files to narrow down the issueAbility to effectively work from home during pandemic time (aligned to company guidelines) and ability to work from office during normal business conditions as neededExperience working in a global, cross-functional environmentExcellent oral/written communications and interpersonal skills for interacting with customers, account teams, etc.Excellent problem-solving skillsPassion for working in a collaborative, knowledge-sharing environmentSelf-starter with demonstrated ability to take initiative and drive well-scoped projects to completionStrong ability to multi-task in a fast-paced, technically complex environmentAgility in execution when a project is time-sensitive and visible to a customerProcess-oriented with meticulous attention to detail for the processes and their data, with the objective of improving our operations and our productsVMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.This job may require the candidate to travel and/or work from a facility that requires full vaccination prior to entry.Category : Client SupportSubcategory: Technical SupportExperience: Manager and ProfessionalFull Time/ Part Time: Full TimePosted Date: 2021-09-21VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what's possible today at http://careers.vmware.com.Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

Keywords: VMware Global, Palo Alto , Technical Service Engineers (multiple levels) for VCF Pro-Active Support Services (vPASS) - Opportun, IT / Software / Systems , Palo Alto, California