Job Description

As a part of GMS VMware support team deliverables, the engineer is required to have strong Admin, Operate and Manage skills in VMware Horizon View and vSphere products to provide services for global HPE customers. Candidate should have a strong customer focus, sensitivity in dealing with diverse cultures, ability to learn and adapt quickly. Eligibility & Qualification: Bachelors degree in Engineering (or Equivalent). Minimum 5 years of relevant experience in Enterprise Managed Service environment. Certification on the latest track of VMware VCP, ITIL is an added advantage. Flexible to work in 24/7 support environment. Minimum level should be SPE if applying as part of Internal Job Posting. Technical Skills: Admin, Operate and Manage VMware Horizon View and vSphere Datacenter Experience in managing Horizon Connection Server Experience in managing Unified Access Gateway (UAG) Experience in BLAST and PCoIP protocols Experience in golden image preparation for Windows and Linux Horizon desktops Knowledge on dedicated-assignment, floating-assignment pools, and automated pools Knowledge on Instant-Clone, RDS Desktop and Application Pools Experience in NVIDIA graphics cards configuration for Desktop Pools Experience in App Volumes, Application Packages. Experience in Writable Volumes Experience in Dynamic Environment Manager (DEM) profile management and its features. Experience in vCenter and ESXi. Experience in Horizon and vSphere upgrades. Key Responsibilities: Resolve customers issues via telephone, email, or remote sessions. Identify and escalate issues in a timely manner to vendor according to process guidelines. Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues. Collaborate with other technology teams in diagnosing and isolating the cause of complex issues. Maintain quality on case documentation, SLA timeframes and operational metrics. Performs within the Productivity Measure of the team (scorecard). Handle Problem Management, Post Incident Reviews and RCA.