Platform Resident Engineer (Windows & VMware Virtualization)

Job Description:

• Provide onsite operational support for Windows Server and VMware virtualization infrastructure.
• The successful candidate will deliver Level 1 and Level 2 support, ensuring platform stability, availability, compliance, and operational excellence across the customer's environment.
• This role requires hands-on experience in Windows and VMware administration, strong troubleshooting capabilities, and the ability to work closely with customer stakeholders, Level 3 teams, and OEM vendors to resolve infrastructure issues and implement approved changes.

Key Responsibilities:

Operational Support:

• Provide L1 and L2 support for Windows and VMware infrastructure environments.
• Handle incidents, service requests, and operational tasks within agreed SLAs.
• Perform troubleshooting, diagnosis, and resolution of infrastructure-related issues.
• Escalate complex incidents to L3 support teams and OEM vendors where required.
• Monitor system health, performance, and platform availability.

Windows Infrastructure Administration:

• Administer and support:

- Windows Server 2016, 2019, and 2022

- Active Directory (AD)

- Group Policy (GPO)

- DNS and DHCP services

• Manage user accounts, groups, permissions, and server administration tasks.
• Support server provisioning, configuration, and decommissioning activities.

VMware Virtualization Administration:

• Support and administer:

- VMware vSphere

- VMware ESXi

- VMware vCenter

• Perform VM provisioning, migration, cloning, and resource allocation.
• Support virtualization host maintenance and capacity management activities.
• Troubleshoot VMware-related issues and coordinate with VMware support when necessary.

Patch & Compliance Management:

• Execute operating system and virtualization platform patching activities.
• Support vulnerability remediation and security hardening initiatives.
• Ensure compliance with customer security standards and audit requirements.
• Maintain accurate records of platform changes and maintenance activities.

Change & Service Management:

• Implement approved infrastructure changes following change management procedures.
• Participate in maintenance activities, upgrades, and platform enhancements.
• Follow ITIL-based Incident, Problem, Change, and Request Fulfilment processes.
• Maintain operational documentation, SOPs, work instructions, and technical runbook.

Requirements:

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• 4 t- 6 years of relevant hands-on experience supporting enterprise Windows Server and VMware environments.
• Experience providing L1 and L2 operational support in production environments.
• Strong troubleshooting and analytical skills.

Required Technical Skills:

Windows Platform:

• Windows Server 2016 / 2019 / 2022.
• Active Directory Administration.
• Group Policy Management.
• DNS and DHCP.
• Server Administration and Troubleshooting.
• Windows Patching and Security Updates.

VMware Platform:

• VMware vSphere.
• VMware ESXi.
• VMware vCenter.
• Virtual Machine Administration.
• Host and Cluster Management.
• Virtual Infrastructure Troubleshooting.

Service Management:

• Incident Management.
• Service Request Fulfilment.
• Change Management.
• Escalation Management.
• Documentation and Knowledge Management.

Certifications:

Mandatory:

• VMware Certified Professional (VCP).

Preferred:

• ITIL Foundation Certification.
• Microsoft Certified: Windows Server Hybrid Administrator Associate.

Key Competencies:

• Strong customer-facing and communication skills.
• Good understanding of ITIL framework and service management best practices.
• Experience maintaining operational documentation, SOPs, and knowledge articles.
• Ability to work independently in an onsite resident engineer role.
• Strong problem-solving and troubleshooting capabilities.
• Ability t- collaborate effectively with customers, L3 support teams, and vendors.
• Proactive approach to operational excellence and continuous improvement.

Experience Requirement:

• 4 to 6 years of hands-on experience in Windows Server and VMware infrastructure support.
• Experience supporting enterprise production environments.
• Proven experience in incident handling, service request fulfillment, change implementation, platform patching, compliance support, and escalation management.