The VMware Engineer is a vital part of the Rackspace support infrastructure, providing high-level technical support to our customers. This role involves owning complex customer issues that may take several days or weeks to resolve, while ensuring customers are kept updated throughout the entire process. Responsibilities include the engineering, design, and development of hardware, software, and networking systems, implementing standards and guidelines for OS support, analyzing system performance, and ensuring usability, reliability, scalability, and security meet customer requirements. The Support Engineer must take initiative in advising customers on potential pitfalls and suggest alternatives to enhance the stability and security of their solutions. Continuous learning and adherence to company security policies are essential.
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Key Responsibilities:
- Support VMware virtualization solutions tailored to business needs.
- Deploy, configure, and maintain VMware Cloud Platform and vSphere infrastructure.
- Develop SDN networks in NSX-T integrated with physical Cisco ACI networks.
- Provide load balancing as a service through NSX-ALB integrated with vCenter and VMware Cloud Director.
- Analyze and troubleshoot problems to determine root causes and implement effective solutions.
- Monitor system performance and optimize configurations for efficiency.
- Troubleshoot performance issues in the virtual environment.
- Conduct infrastructure capacity monitoring and optimization.
- Implement security best practices and ensure compliance with pertinent standards.
- Manage access controls, permissions, and security configurations in VMware environments.
- Oversee backup and recovery solutions for virtualized environments.
- Draft and maintain disaster recovery plans for VMware infrastructure.
- Create technical documentation, including system configurations and troubleshooting guides.
- Generate regular performance, capacity, and utilization reports.
- Collaborate with IT teams to integrate VMware solutions with existing systems.
- Provide technical support for VMware infrastructure issues.
- Effectively collaborate with different product workstreams and business units to identify and bridge gaps.
- Mentor team members with technical and consultative guidance.
- Drive customer-facing and internal project calls, providing technical guidance.
- Manage escalations from customers and internally, collaborating with support and design teams as needed.
- Work independently as well as part of a team.
Required Experience:
- Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
- Proven experience with VMware technologies, including NSX-T, vSphere, vCenter, ESXi, vSAN, VMware Cloud Director, and Aria Operations.
- Experience managing large-scale private cloud environments or in a cloud service provider is advantageous.
- Strong understanding of virtualization concepts, architecture, and best practices.
- Familiarity with scripting languages (PowerShell, Python) for automation tasks.
- Solid networking knowledge (TCP/IP, VLANs, routing, switching).
- Understanding of network security practices, firewalls, and ACLs in VMware environments.
- Familiar with network virtualization and SDN concepts.
- Knowledgeable in storage and server technologies related to virtualization.
- Exceptional troubleshooting and problem-solving skills.
- Preferred certifications: VMware Certified Professional (VCP-DCV), VMware Specialist - Cloud Provider, or VMware Certified Advanced Professional (VCAP).
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