Key Responsibilities:

• Resolve customer’s 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. 

Eligibility & Qualification:

• Bachelor’s degree in Engineering (or Equivalent).
• Minimum 5 years of relevant experience in Enterprise Managed Service environment.
• Certification on the latest track like NCP-MCI, VMware VCP, ITIL is an added advantage.
• Flexible to work in 24/7 support environment.
• Minimum level should be INT if applying as part of Internal Job Posting. 

Technical Skills:

• Admin, Operate and Manage Nutanix hyper-converged infrastructure.
• Experience in configuring Nutanix Hardware and Software components.
• Experience in configuring Nutanix server, storage and networking.
• Experience in Nutanix command line interface.
• Experience in integrating Nutanix with Backup and Disaster recovery solutions.
• Experience in monitoring Nutanix infrastructure and optimizing.
• Maintain Nutanix infrastructure documents (HLD, LLD).
• Experience in Nutanix Performance Monitoring and Performance Chart.
• Experience in VMware vSphere products.
• Basic understanding of DHCP, DNS and Active Directory.
• Basic knowledge of Linux Operating Systems.
• Basic knowledge of Physical Network and Storage technologies. 

Non-Technical Skills:

• Excellent written and verbal communication skills.
• Commitment to deliver high quality product and solution support.
• Must achieve excellent customer satisfaction.
• Take ownership and work with high productivity and efficiency.
• Support other team members and seek their advice to make decisions on complex issues.

For Internal Job Movement:

• Approval of the employee's current manager is required.
• Employees are expected to notify their manager prior to an interview.
• Employees in Performance Improvement Plan are not eligible to apply.