Dell Advisor, Service Delivery in Bengaluru, India

*Job Description

Job Title: Advisor, Service Delivery

Job Description:

Advisor, Service Delivery will be responsible for providing the primary management, administration, support, and ongoing maintenance of customer VblockTM Infrastructure Platforms within a 24x7x365 environment and CMS data Center environment. This role must be able to understand, execute, and document moderate to complex operational tasks and work requests that are assigned and have experience in moderate to complex research and fact finding using various tools and informational sources.

The role will be expected to work in a positive and collaborative fashion with fellow team members, senior engineering/architect staff, vendors, and customers. The L2 Infra Delivery Specialist will assist with process maturation, development, technical standards creation, and drive operational excellence through consistent delivery and best practices. This role will also include the core fundamentals of day-to-day operations, based off the ITIL v3 methodology.

Principal Duties and Responsibilities:

  • Participate in 24x7x365 shift coverage

  • Perform daily system monitoring, verifying the integrity and availability of all hardware, VblockTM resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs

  • Provide support per request from various constituencies. Investigate and troubleshoot issues

  • Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies

  • Perform preventative maintenance (and upgrade, as required) on VblockTM devices, and related peripherals to meet IT specifications

  • Identify system performance issues and drives the development of tools to correct

  • Ensure that the technical environment is properly monitored and that any problems are rectified

  • Coordinate all hardware and software problems or repairs channelled through outside vendors and service providers

  • Perform systems/software administration, backup/recovery monitoring, problem resolution, and change management

  • Apply RCM upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary

  • Maintain operational, configuration, or other procedures

  • Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required

  • Maintain data Center environmental and monitoring equipment

  • The work environment is 24/7 rotating shifts and will cover weekends and weekdays.

  • Regular tracking, hand off or receive open ticket information during shift turnover changes and facilitate knowledge transfer

  • Follow defined operating procedures to ensure that clients, systems and information are properly followed

Critical Competencies for this Role

Skills:

  • 4+ years’ experience with VMware ESXi, ESX 5.x, vCenter 5.x is strongly desired. This experience should include the planning, deployment, configuration and administration of host systems and virtual machines

  • 2+ years of experience in managing & supporting Converged (VBlock) & Hyper Converged products (VxRail & VxRack)

  • 2+ years’ experience working with enterprise storage platforms (EMC)

  • 2+ years’ experience with Cisco networking, Security strongly and Cisco UCS desired. This experience should include the planning, deployment, configuration and administration of networks and virtual private networks.

  • 2+ years of any UNIX or Linux experience is desired

  • 2+ years working directly with the implementation and administration of Microsoft Windows 2008/R2 server systems, both virtual and physical

  • 4+ years or more of IT Service Management, data center, server, and storage management, virtualization, Citrix, networking, systems management, and/or project management are recommended

  • Strong technical experience with industry standard x86_X64 server hardware

  • Excellent customer service skills with strong focus on customer satisfaction

  • Strong problem-solving skills with an emphasis on quick problem resolution

  • Previous experience working in an operations center is strongly desired

  • Must be able to accommodate a flexible work schedule that may include nights, weekends or holidays as required

  • Must be process and detail oriented with the ability to multitask

  • Strong critical thinking and troubleshooting skills with the ability to determine problems and act without supervision

  • Must be self-motivated and eager to learn new technologies and skills to better assist customers

Preferred

  • Cisco Certified Network Professional (CCNP) preferred

  • VMware Certified Professional (VCP) preferred

  • EMCSA, EMCTA Storage Certifications preferred

  • Experience dealing with Cisco UCS

  • ITIL v3 Foundation preferred

Critical Hiring Criteria

  • Ability to work in a team environment.

  • Proficiency in hardware, software and/or operating systems environments.

  • Strong technical aptitude.

  • Knowledge of the technical aspects of hardware/software subject matter.

  • Customer Service skill.

  • Problem solving skills.

  • Organizational skills.