Job Description
Key Responsibilities
- Lead and deliver Monthly Service Reviews (MSR) and Quarterly Business Reviews (QBR) with customers, presenting infrastructure performance, availability metrics, and service improvement recommendations
- Develop, maintain, and execute the Technical Account Plan (TAP) aligned with customer business goals, VMware architecture standards, and cloud strategy.
- Define, plan, and drive VMware migration and upgrade strategies (vSphere, vSAN, NSX, vRealize Suite, Aria Operations, SDDC etc.) to ensure seamless transitions and minimal service disruption.
- Act as the primary technical advisor and escalation point for the customer’s VMware private cloud environment. Proactively manage Data Stores capacity, ESXi / VM performances, Network Bandwidth utilization observations and analysis, Backup and patching observation and resolution of the challenges, vulnerability management and remediation.
- Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation.
- Drive all major technical events, including upgrades, migrations, DR tests, and incident recovery, ensuring end-to-end coordination across technical, support, and operations teams. Oversee and plan Switches, Firewalls, Load balancer upgrades, Vcenter, ESxi upgraes. ESXi migrations, Zerto configuration for replication and DRE.
- Perform proactive health checks and capacity assessments, using VMware tools and telemetry data to identify risks, optimization opportunities, and performance trends.
- Collaborate with product, engineering, and support teams to resolve complex VMware infrastructure issues and track corrective actions to closure.
- Ensure compliance with VMware architecture best practices, security standards, and lifecycle management policies.
- Identify and implement service improvement initiatives focused on availability, resilience, automation, and performance optimization.
- Provide technical enablement and knowledge transfer to customer teams, helping them maximize value from VMware technologies.
- Stay up to date with VMware roadmap, product enhancements, and emerging technologies to guide customers on modernization and transformation initiatives.
- Responsible for collaboration with implementation & solutioning teams with your assigned customers new builds.
- Supports Client Executives in the preparation of customer visits; in the creation of customer quotes.
- Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation process.
- Remains informed on account plans for assigned customers, including sitting in on Advisory implementation calls
- Responsible for participation and collaboration with CSMs at; ASRs; QBRs; MSRs; creation and implementation of churn mitigation strategies; implementation calls for assigned customers
- Other Incidental tasks related to the job, as necessary. Owns technical projects that improve customer experience.
- P1 technical support including 24 x 7 on call as required
Responsibilities
Key Responsibilities
- Lead and deliver Monthly Service Reviews (MSR) and Quarterly Business Reviews (QBR) with customers, presenting infrastructure performance, availability metrics, and service improvement recommendations
- Develop, maintain, and execute the Technical Account Plan (TAP) aligned with customer business goals, VMware architecture standards, and cloud strategy.
- Define, plan, and drive VMware migration and upgrade strategies (vSphere, vSAN, NSX, vRealize Suite, Aria Operations, SDDC etc.) to ensure seamless transitions and minimal service disruption.
- Act as the primary technical advisor and escalation point for the customer’s VMware private cloud environment. Proactively manage Data Stores capacity, ESXi / VM performances, Network Bandwidth utilization observations and analysis, Backup and patching observation and resolution of the challenges, vulnerability management and remediation.
- Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation.
- Drive all major technical events, including upgrades, migrations, DR tests, and incident recovery, ensuring end-to-end coordination across technical, support, and operations teams. Oversee and plan Switches, Firewalls, Load balancer upgrades, Vcenter, ESxi upgraes. ESXi migrations, Zerto configuration for replication and DRE.
- Perform proactive health checks and capacity assessments, using VMware tools and telemetry data to identify risks, optimization opportunities, and performance trends.
- Collaborate with product, engineering, and support teams to resolve complex VMware infrastructure issues and track corrective actions to closure.
- Ensure compliance with VMware architecture best practices, security standards, and lifecycle management policies.
- Identify and implement service improvement initiatives focused on availability, resilience, automation, and performance optimization.
- Provide technical enablement and knowledge transfer to customer teams, helping them maximize value from VMware technologies.
- Stay up to date with VMware roadmap, product enhancements, and emerging technologies to guide customers on modernization and transformation initiatives.
- Responsible for collaboration with implementation & solutioning teams with your assigned customers new builds.
- Supports Client Executives in the preparation of customer visits; in the creation of customer quotes.
- Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation process.
- Remains informed on account plans for assigned customers, including sitting in on Advisory implementation calls
- Responsible for participation and collaboration with CSMs at; ASRs; QBRs; MSRs; creation and implementation of churn mitigation strategies; implementation calls for assigned customers
- Other Incidental tasks related to the job, as necessary. Owns technical projects that improve customer experience.
- P1 technical support including 24 x 7 on call as required
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