Technical Service Engineers (multiple levels) for VCF Pro-Active Support Services (vPASS) - Opportun
Company: VMware Global
Location: Palo Alto
Posted on: June 22, 2022
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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
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