Tower Lead (Support & Operations)

Job Summary

Job Summary : The VMware L2 Support Engineer will be responsible for day-to-day operations, incident resolution, and basic administration of VMware environments. This role acts as a bridge between L1 support and L3 engineering, ensuring smooth functioning of virtual infrastructure and timely resolution of technical issues. Job Description : Windows Server Administration:\\\\r\\\\n• Provide day-to-day support for Windows Server OS (2000 to 2022).\\\\r\\\\n• Perform basic installation, configuration, and maintenance of server roles and features.\\\\r\\\\n• Monitor server performance and health using standard tools.\\\\r\\\\n• Assist in patching, updates, vulnerability remediation and routine maintenance activities.\\\\r\\\\n• Support Active Directory, DNS, DHCP, and Group Policy management.\\\\r\\\\n• Escalate complex issues to L3 support with proper documentation.\\\\r\\\\nVirtualization & Infrastructure:\\\\r\\\\n• Perform basic administration of VMware environment.\\\\r\\\\n• Monitor virtual machines and report performance issues.\\\\r\\\\n• Assist in provisioning and decommissioning of VMs.\\\\r\\\\n• Support backup and restore operations in coordination with backup teams.\\\\r\\\\nPerformance & Security:\\\\r\\\\n• Monitor system logs and alerts for potential issues.\\\\r\\\\n• Ensure antivirus and endpoint protection tools are functioning correctly.\\\\r\\\\n• Follow security guidelines and assist in implementing baseline configurations.\\\\r\\\\nIncident & Change Management:\\\\r\\\\n• Handle L2-level tickets and service requests.\\\\r\\\\n• Perform root cause analysis for recurring issues and document findings.\\\\r\\\\n• Plan and execute standard activities following standard change management process.\\\\r\\\\n• Participate in change implementation under guidance from L3 engineers.\\\\r\\\\n• Use ITSM tools for ticket lifecycle management and adhere to SLAs.\\\\r\\\\nAdditional Responsibilities:\\\\r\\\\n• Maintain documentation and update SOPs as needed.\\\\r\\\\n• Coordinate with L1 support and escalate issues appropriately.\\\\r\\\\n• Participate in scheduled maintenance windows and DR drills.\\\\r\\\\n• Provide on-call support as per roster and ensure timely resolution of issues.\\\\r\\\\n\\\\r\\\\nRequired Skills:\\\\r\\\\n• Good understanding of Windows Server OS and basic troubleshooting.\\\\r\\\\n• Familiarity with Active Directory, DNS, DHCP, and Group Policies.\\\\r\\\\n• Exposure to virtualization platforms like VMware.\\\\r\\\\n• Basic knowledge of backup tools and endpoint protection.\\\\r\\\\n• ITIL Foundation certification preferred.\\\\r\\\\n• Strong communication and documentation skills.\\\\r\\\\n• Willingness to learn and grow into L3 responsibilities.\\\\r\\\\nGeneral Description:\\\\r\\\\nThe VMware L2 Support Engineer will be responsible for day-to-day operations, incident resolution, and basic administration of VMware environments. This role acts as a bridge between L1 support and L3 engineering, ensuring smooth functioning of virtual infrastructure and timely resolution of technical issues.\\\\r\\\\n________________________________________\\\\r\\\\nKey Responsibilities:\\\\r\\\\n• Handle and resolve Incidents /SRs related to VMware infrastructure.\\\\r\\\\n• Perform basic troubleshooting of ESXi hosts, vCenter, and virtual machines.\\\\r\\\\n• Monitor system performance and health using tools like vCenter and third-party monitoring solutions.\\\\r\\\\n• Assist in patching, upgrades, resource management and

Key Responsibilities

Job Responsibilities : Windows Server Administration: • Provide day-to-day support for Windows Server OS (2000 to 2022). • Perform basic installation, configuration, and maintenance of server roles and features. • Monitor server performance and health using standard tools. • Assist in patching, updates, vulnerability remediation and routine maintenance activities. • Support Active Directory, DNS, DHCP, and Group Policy management. • Escalate complex issues to L3 support with proper documentation. Virtualization & Infrastructure: • Perform basic administration of VMware environment. • Monitor virtual machines and report performance issues. • Assist in provisioning and decommissioning of VMs. • Support backup and restore operations in coordination with backup teams. • Handle and resolve Incidents /SRs related to VMware infrastructure. • Perform basic troubleshooting of ESXi hosts, vCenter, and virtual machines. • Monitor system performance and health using tools like vCenter and third-party monitoring solutions. • Assist in patching, upgrades, resource management and VM provisioning. • Escalate unresolved issues to L3 engineers with detailed analysis. • Maintain documentation of incidents, changes, and configurations. • Participate in scheduled maintenance and backup/restoration activities. • Build and decommission VMs and ESXi hosts. • Ensure adherence to SLAs and ITIL processes. • Support VM migrations and basic storage/networking configurations. • Collaborate with cross-functional teams for issue resolution and service improvement. • Good understanding of Windows Server OS and basic troubleshooting. • Familiarity with Active Directory, DNS, DHCP, and Group Policies. • Exposure to virtualization platforms like VMware. • Basic knowledge of backup tools and endpoint protection. • ITIL Foundation certification preferred. • Strong communication and documentation skills. • Willingness to learn and grow into L3 responsibilities.

Skill Requirements

Skill Requirement : Technical Requirements: • Working knowledge of VMware vSphere (6.5/7.0/8.0), ESXi, and vCenter. • Experience in VM creation, snapshot management, and resource allocation. • Good understanding of basic VMware features i.e. HA, DRS. • Basic understanding of storage (SAN/NAS) and networking concepts. • Exposure to server hardware (HP/Dell/Cisco/IBM). • Familiarity with backup tools and antivirus integration in virtual environments. • Knowledge of Windows Server administration is a plus. • Scripting (PowerCLI, PowerShell) is an added advantage.

Other Requirements

Other Requirement : Performance & Security: • Monitor system logs and alerts for potential issues. • Ensure antivirus and endpoint protection tools are functioning correctly. • Follow security guidelines and assist in implementing baseline configurations. Incident & Change Management: • Handle L2-level tickets and service requests. • Perform root cause analysis for recurring issues and document findings. • Plan and execute standard activities following standard change management process. • Participate in change implementation under guidance from L3 engineers. • Use ITSM tools for ticket lifecycle management and adhere to SLAs. • VCP (VMware Certified Professional) • ITIL Foundation • MCSE (optional but beneficial)