Job Scope
The Cloud Support Engineer is responsible for the managing and solving on customer issue of the VMware SDDC Cloud Service. This position covers the supporting and implementing of our cloud infrastructure environment and establishing procedures to ensure cloud service availability and stability. It is also responsible for the documentation and the monitoring of the performance of all systems. This position reports to the Cloud Team Lead.

Responsibilities:
(1) Support, maintain, and develop the cloud infrastructure
(2) Ensure proper availability of cloud resources: computing, memory, storage
(3) Establish and monitor cloud infrastructure metrics for performance issues and to troubleshoot problems as they arise.
(4) Manage and resolve customer issues, ensuring they are kept up to date on progress while driving resolution on cloud services
(5) Review and maintain the server specifications related to standard hardware, software and application requirements by analyzing the business and security requirements.
(6) Apply updates and service packs to host systems and applications.
(7) Provision new customers and workloads on to our cloud platforms; understanding the customer project and ensuring that technical design decisions allow for a supportable and stable solution
(8) Remotely support regional data centers and field offices with some travel required.
(9) Respond to incoming monitoring alerts, resolving or escalating as required in accordance with priorities and agreed service levels before customers are impacted
(10) Ensure customer and platform changes are carried out without impacting critical customer workloads
(11) Close collaboration with the technical operations team for deep technical issues, ultimately ensuring customer satisfaction.
(12) Contributing to the improvement of processes and approaches within the department
(13) Continuous professional development, through increased product and technical knowledge

Job Requirements

Qualifications:
- Bachelor’s degree in Computer Science, Information Technology
- (2 – 4) years of experience in Cloud Computing Engineering & architecture, service models, deployment models, practical implementations, operations
- Experience working with Data Center hardware and management software
- Strong, foundational, core infrastructure skills, including compute and storage
- Sound understanding of Cloud services - computing, IaaS, and software-defined data center experience required (virtualization and management of compute, storage, networking)
- Sound understanding of VMware’s technology stack including, vSphere, vSAN, NSX, vCloud Director – will be advantages.
- Understanding of modern IT production data center and Internet hosting operations including familiarity with modern converged infrastructure and hyper-converged infrastructure platforms
- Proven ability to troubleshoot advanced customer issues
- Good understanding of how different technologies work together
- VMware certified professional VCP-DCV , VCP-NV & VMware vCloud Director experience will be a plus