Sr System Engineer Wintel, Vmware

This role provides diagnose and remediate issues with Windows, VMware Server Infrastructure, and related roles and features, also seeking working experience in the following technologies Windows, VMware vSphere, provide engineering support, build and maintenance for the global Wintel, VMWare infrastructure that includes Physical/Virtual systems. Responsible for engineer services that include coordination, change control, monitoring, ticket queue administration, support and triage of all global Wintel, VMWare, infra systems.

**Typical Accountabilities**
- Initial triaging, and remediation of high critical incidents. Responsible for creating / updating Knowledgebase articles. Responsible to fix the incident reported through SNOW and fix within the SLA.
- Responsible for Creating & implementing Change requests.
- Responsible for fulfilment requests of standard changes (request for data, request for information, server builds, other service catalogue items)
- Responsible for creating and updating Known Error documentation.
- Responsible for identifying RCA for the problem records related to critical incidents.
- Responsible to identify SIP and run through it.
- Responsible for availability monitoring and escalation.

**Education, Qualifications, and Experience**

**Essential**
- Bachelor’s degree or equivalent with 8+ years Operational experience in Windows Server/VMware administration
- Experience in managing Incidents, Problems, changes, and capacity management aspects.
- Demonstrated ability handling large number of incidents via. Any ITSM tool
- Flexibility to work in shifts on rotational basis covering Americas, EMEA and ASIAPAC regions 24*7
- An ability to work effectively in a matrix organization is essential.
- A self-starter with high levels of drive, energy, resilience, and a desire for professional excellence

**Desirable**
- Bachelor’s degree
- Multi years of work experience in technical teams working in Shifts.

**Skills and Capabilities**

**Essential**
- Implementation, Administration and troubleshooting experience in VMWare Horizon View VDI.
- Installation and configuration on VMWare Horizon client
- Implementation, administration and configuring converged infrastructure such as Nutanix, VMWare on Nutanix, Cisco UCS, NetApp HCI etc.,
- Engineering level of experience in Wintel/VMWare and Cloud with respect to managing Incidents, Problems, changes, and capacity management aspects
- Strong working experience in administering windows 2012, 2016 and 2019.
- Experience and ability to work in shifts on rotational basis covering 24*7 support.
- Ability to work effectively in a matrix organization is essential.
- Experience working with enterprise monitoring tool and understanding dashboards.
- Experience with using Knowledge articles and documented SOPs to resolve tickets.
- In Depth or working Knowledge on cloud solutions and concepts
- Experience working with server hardware DL, BL series
- Working knowledge in AWS, Azure and Google cloud

**Desirable**
- Experience and ability to work in shifts on rotational basis covering 24*7 support.
- ITIL Knowledge on Change, incident, and problem management. Must be strong in interpersonal communication and should have handled Priority issues and customer call and escalations.
- Experience with PowerShell, Script or BASH shell scripting, Python, script preferred.

**Key Relationships to reach solutions**
- Application/Software Engineering, Infrastructure Engineering,
- Portfolio Mgt / Project Management Service Delivery,
- Enterprise Architecture
- Third Party suppliers
- Vendor / System integrators Support

**Strong English communication skills required.**

**Positions are open to Mexican Citizens and official residents of Mexico.**

**Location: Guadalajara**(hybrid - Expectation of working in the office 3 days a week)
When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working give us the platform we need to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility.