The Role:11:11 is looking for an experienced Cloud Engineer L3 (VMware administrator) in supporting and guaranteeing a positive post-implementation experience for all 11:11 clients. This position is responsible for the optimization, implementation, and maintaining our organization's cloud-based systems. The Cloud Engineer will drive customer success through effective problem resolution and strong customer relationship management. This position will require an individual with a penchant for detail and also a continuous improvement mindset. This is a full-time position reporting to the Manager of Service Operations.
What You'll Do:- Deliver support services (phone and email) to meet 11:11 Systems' Service Level commitments to customers
- Triage incoming support tickets for 11:11 Systems' Enterprise Cloud Infrastructure and Disaster Recovery customers
- Act as an escalation point for Cloud Support Engineers (L1/L2) to resolve customer problems, including participation in an on-call after hours rotation
- Escalate and work alongside teams within 11:11 Systems, e.g. Operations, Development etc.
- Practice extreme ownership of incident ticket(s) within area of responsibility
- Follow 11:11 Systems' best practices for service management
- Deliver superior customer service while maintaining professional relationships
- Own ticket escalations and ensure that it is followed on a consistent basis.
- Ensure that support-related incidents and problems are mitigated
- Collaborate with vendors for support needs.
- Ensure all escalated customer tickets are addressed and escalated to vendor support as needed in a timely manner
- Manage ticketing systems.
- Work supportively with colleagues, operating in a manner that is consistent with 11:11's Code of Business Ethics and Company Values
- Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements
- Additional duties as assigned
Who You Are & What You'll Bring: - 4+ years recent experience as a technical, hands-on, enterprise VMware / Veeam administrator.
- Extensive knowledge and experience using VMware management tools (vCenter, vCloud Director, VMware Configuration Manager).
- Working experience managing scalable, highly available, mission critical virtualized VMware infrastructures
- Experience should include implementing and managing multiple virtual environments
- Solid understanding of and experience with virtualization technologies, such as VMware, OpenStack, AWS, etc.
- Understanding of cloud-based infrastructure services, such as BaaS, IaaS and DRaaS
- 4+ years of experience as a technical support representative with extensive hands-on troubleshooting
- Excellent communicator, high energy, positive attitude, aptitude for professional growth
- Must be detail and goal-oriented with demonstrated technical knowledge and consultative skills
- Ability to pursue positive outcomes for assigned tasks independently
- Must be legally eligible to work in assigned region without visa sponsorship
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
