Network Escalation Engineer (Python Scripting) | 5+ Yrs | Bangalore

Website VMware

Job Roles and Responsibilities:

  • Coordinates activities with teams from Engineering, Sales, Professional Services, Product Management, and Global Support Services to ensure customer issues are resolved to satisfaction and in a timely manner.
  • Analyzes technical problems to assess the business, operational, and financial impact to customers.
  • Integrates customer and VMware business requirements with technical requirements to determine best course of action.
  • Prepares and presents key business issues to senior management to build consensus regarding resolution strategy.
  • Advises senior management of any developments and action plans to resolve complex service related issues.
  • Ensures proper assignment of resources and activity during problem resolution across all regions.
  • Controls and directs internal resources to set time requirements and expectations.
  • Documents and manages action items, assigned owners, and timeline of events during a break/fix customer impact event.
  • Identifies and facilitates exchange of technical information between Global Support Services and Development Engineering.
  • Interacts directly with customers on behalf of senior management via customer meetings and written communication.
  • Participates in Root Cause Analysis including incident and problem management activities.
  • Participates and leads highly technical escalation and management conference calls; assumes leadership role in providing case status updates to management, account team and director level customers with the ability to clearly articulate concerns and issues to the customer.

Job Requirements:

  • Prior work experience with VMWare Stack (ESXi, vSphere, vCenter & NSX) and Networking Technologies
  • Prior work experience in troubleshooting networking issues (L2-L7)
  • Prior experience in Automation/Python scripting
  • At least 5+ years of experience in Customer Support
  • In-depth knowledge of Networking Protocols and Solutions (e.g. TCP, UDP, ARP, DHCP, ICMP, IPv4/IPv6, STP, VLTP, LACP,VLAN, VxLAN,WAN)
  • Proficient with troubleshooting and debugging tools (e.g. tcpdump, wireshark, traceroute, route, netstat)
  • Innovative debugging skills and ability to work in lab environments to recreate issues
  • Analytical mindset to identify problems, methodic approach to troubleshooting, and creativity to find solutions
  • Bachelor’s degree in Computer Science (or higher) or equivalent work experience

Preferred Skills:

  • Operating Systems: Deep Linux knowledge – Installation/Configuration/Administration (RHEL and Ubuntu a plus)
  • 5+ Years Virtualization experience desired – Installation/Configuration/Administration and Debugging of VMware ESX, General Networking (L2-L7)
  • Self-sufficient, but knows when to ask for help. Work individually with less supervision
  • Knowledge of Cloud Architectures ( vCD / AWS / AVS / GCP )
  • Ability to understand customer issues and create well documented Product Defects related to serviceability and usability
  • Create Root Cause Analysis documentation and Knowledge Based content

Cross Functional Engagements:

  •  Work with Global Support and Professional Services
  •  Work closely with Product Management to improve product Quality and Usability
  •  Participate in Test Plan, Functional Spec, and Design Reviews
  •  Capacity to work individually with less supervision
  •  Excellent written and verbal communication
  •  Possess excellent logic and data analysis capabilities
  •  Ability to work in a high-pressure environment.
  •  Self-confidence and ability to express opinions and influence effectively

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