Partner with customers, peers, and leadership to identify recurring issues, recommend strategic solutions, and drive continuous service improvement.
Monitor and respond to alerts, escalations, service requests, and major incidents while maintaining ownership and effective communication through resolution.
Manage ticket queues and provide clear, professional, and timely communication to internal and external customers.
Participate in on-call rotations and provide after-hours support as required.
Drive automation and process improvement initiatives to increase operational efficiency, consistency, and service quality.
Maintain a deep understanding of current and emerging virtualization, cloud, and storage technologies and evaluate their applicability to business objectives.
Exercise sound judgment, professionalism, and confidentiality while operating in high-pressure and sensitive environments.
Consistently deliver exceptional internal and external customer service aligned with Company values and operational standards.
Support departmental objectives, strategic initiatives, and other duties as assigned.
Qualifications
Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent combination of education and experience.
10+ years of experience designing, implementing, and supporting VMware-based infrastructure, with expert-level proficiency in virtualization technologies.
5+ years of experience in IT infrastructure administration and technical leadership or management roles.
Strong experience with VMware technologies, including vSphere, vSAN, High Availability (HA), Distributed Resource Scheduler (DRS), and disaster recovery solutions.
Experience with enterprise storage platforms, including Pure Storage, SAN, NAS, and high-performance SSD-based storage arrays.
Experience with disaster recovery and business continuity technologies, including VMware Site Recovery solutions and Zerto.
3+ years of experience developing automation and operational efficiencies through scripting and programming languages such as PowerShell, PowerCLI, Python, Terraform, or similar technologies.
Advanced knowledge of infrastructure troubleshooting, performance analysis, root cause analysis, and capacity planning across virtualization, storage, and cloud environments.
Strong understanding of High Availability (HA), Disaster Recovery (DR), backup and recovery technologies, security best practices, and enterprise infrastructure resiliency.
Intermediate understanding of enterprise networking concepts, including VLANs, link aggregation, switching, routing fundamentals, and network troubleshooting.
VMware Certified Professional – Data Center Virtualization (VCP-DCV) certification preferred or equivalent industry certification.
Demonstrated ability to analyze infrastructure and performance metrics, identify trends, and make recommendations for operational improvements and critical escalations.
Excellent customer relationship management skills, including the ability to communicate complex technical concepts to both technical and non-technical audiences.
Strong documentation skills with experience creating and maintaining technical procedures, runbooks, knowledge base articles, architecture diagrams, and operational standards.
Proven ability to lead teams, mentor technical staff, manage priorities, and successfully deliver multiple projects simultaneously.
Self-motivated and detail-oriented with the ability to work independently while thriving in a collaborative, fast-paced, customer-focused environment.
Excellent verbal, written, interpersonal, organizational, and problem-solving skills.
Proficiency with Microsoft Office Suite and standard Windows-based business applications.
Preferred Experience
Vmware VCF9 Experience
Nutanix AHV Experience
Azure or AWS Experience
Azure Local Experience
Zerto Experience
Strong analytical skills to interpret a variety of infrastructure and performance metrics to make recommendations for high priority escalations.
Strong client management skills including written and verbal communication. Willingness to meet and work with clients to discuss and outline technologies and processes that could improve their current environment.
Working Conditions
Work from Home
Pay TransparencyTierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.
Pay Range $95,778.92 - $143.668.38
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