Job Description
Virtualisation 3rd Line Technical Analyst
A Virtualisation 3rd Line Analyst will provide specialised support alongside the designing, developing, and deploying of VMWare, Citrix and Microsoft Virtualisation technologies on large corporate infrastructures. Liaising closely with senior stakeholders across the business and customer base will be a frequent occurrence in order that detailed technical requirements are understood and delivered within agreed service levels and established processes.
The analyst should have extensive experience servicing large corporate infrastructure which should encompass mainly VMware and Microsoft Hypervisor technologies.
KEY ACCOUNTABILITIES:
Ensuring technical incidents / requests are adequately fulfilled and resolved in accordance with Computacenters established policies and procedures
Contributing to the writing and management of technical documentation in the form of designs, procedures and knowledge articles
Expected to proactively act upon service improvement opportunities
Expected to possess adequate knowledge of Wintel supported products and act as a point of escalation for technical issues and queries
Stakeholder engagement will be key, and you will establish and maintain good relationships within Managed Services, additionally interacting with other teams, as and when required
Operating in a senior capacity, you will often be leading and positively representing the Wintel Service Line in key technical decisions with a view to acting upon agreed solutions
Accountable for service transition activities, ensuring that solutions are technically viable and supportable
ROLES & RESPONSIBILITIES:
Provide innovative technical solutions to complex hardware/software problems
Provide detailed and effective communication to internal team and clients.
Schedule and coordinate installation and maintenance of standard software/hardware for VMWare/Hyper-V and ensure compatibility of hardware/software
Understand SLAs in a production environment and proactively strive to meet the commitments.
Work with event and incident management, Service Desk, and other technical teams when sensitive issues arise, or a major problem is suspected.
Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues. Follow through on issues with vendors for a timely resolution.
Providing rota based Out-Of-Hours Support for Major Incidents in a 3rd line capacity
SKILLS/EXPERIENCE REQUIRED:
Excellent written and verbal communication skills.
Ability to work under pressure to tight deadlines and deliver high quality material in a right first-time way.
Proven experience of ITIL Service Management processes
Strong interpersonal skills & able to develop and maintain effective and credible relationships with business leaders and supplier management.
Proven ability of proactively engaging and managing a broad range of stakeholders. Understands the divergences in attitudes and cultures of a range of stakeholders and finds a balance between building rapport and delivering against goals.
Ability to deliver professional yet difficult messages at all levels in an appropriate and professional way.
Technical Skills Required
The analyst should have had exposure to legacy and current VMware Hypervisor & management technologies such as vSphere versions 5, 6, 7 including vCenter management.
Microsoft Hyper-V (2012, 2016, 2019 Releases Including SCVMM management) and should have been supporting these implemented technologies in an administrative capacity.
They will have experience of the virtualisation management toolsets including but not limited to:
Provisioning new virtual machines
(Re)Deploy / Upgrade vSphere Components
User and Access Management
Resource Pool Management
Appliance Management (vCenter)
Host Management
vCenter / SCVMM Inventory Management
Virtual Machine Clone / Template Creation
vSphere Cluster Management
Storage Management
Network Management
Virtual Machine Workload Management
Data Center Cluster Creation Inc implementation & Configuration of HA and DRS based functionality
Snapshot management
Patch management
Involvement in consolidation tasks using vCenter converter and other P2V based technologies
The analyst will be expected to complete the following tasks:
Run custom scripts.
PowerShell script creation / maintenance for automating tasks within vCenter / SCVMM.
Preparing Virtual Machines for OS clustering scenarios.
Ad-hoc and scheduled task management
Manage replication
Awareness or knowledge of the following technologies:
Cisco UCS technologies
Nutanix Hyperconvergence
vCenter Site Recovery Manager
vRealize suite
VMware Cloud Foundation
NSX-T
PowerShell
VMware vSphere Replication
Microsoft Failover Clustering
Windows Server Core
VMware vSAN
Desirable Skills
Other experience would include, but not be limited to the following:
Desirable skills in networking and storage concepts
Operational support of a VMware VCF environment
Windows server management
Provisioning Services vDisk management, including build, maintenance, patch management.
Citrix App and Desktop provision and maintenance of shared pooled and persistent desktop models.
Citrix App and Desktop administration, build, management, maintenance, and patching.
Logon Script, Group Policy maintenance using standard toolsets.
End-user application installations, maintenance, and troubleshooting.
Patch management
Ability to lead on small to medium project deliverables to a set project plan.
About Computacenter
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organisations.
We help our customers to Source, Transform and Manage their technology infrastructure, to deliver digital transformation, enabling people and their business.
Computacenter is a public company quoted on the London FTSE 250 (CCC.L) and employs over 18,000 people worldwide.
Our ambitions are:
To be strongly recommended by customers.
The preferred route to market for our Technology Partners.
An organisation that people want to join and stay with.
And trusted as an agile and innovative provider of digital technology around the world
Computacenter is an equal opportunity employer and welcomes diversity