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.

Skills

Level 2 Support, Vmware Esxi, Microsoft Advanced Group Policy Management For Windows, Troubleshooting, ITIL Process, Change Management, Active Directory, Microsoft Windows Server Administration, Documentation, Escalation Management, Knowledge Management, Dynamic Host Configuration Protocol (DHCP), Root Cause Analysis, DNS Management, VMware vSphere, Compliance Issues, Collaboration With Stakeholders, Vulnerability Assessment, Vcenter