LEAD SPECIALIST HCL Technologies

About HCL Technologies

Job Description

The VMWare NSX Administrator plays a critical role in ensuring the smooth operation of network virtualization and security solutions. You will be responsible for independently resolving technical tickets, providing on-call support, and conducting root cause analysis to enhance customer satisfaction and operational efficiency. Your focus will be on maintaining high-quality service standards and fostering a positive customer experience. Key Responsibilities: - Resolve technical support tickets by utilizing VMware NSX and SDN technologies, adhering to quality standards and company policies while ensuring timely resolution within agreed SLA. - Provide on-call support for escalated issues, conducting thorough root cause analysis to identify and implement effective solutions. - Contribute to knowledge management by updating and maintaining the knowledge base, and facilitate training sessions for new team members and coaching for analysts to enhance team capabilities. - Analyze support trends and proactively engage in value-adding activities to improve operational processes and reduce ticket volume. - Ensure a positive customer experience by achieving high rates of first call resolution and minimizing the number of rejected resolutions and reopened cases. Skill Requirements: - Solid proficiency in VMware NSX and SDN technologies. - Strong understanding of network virtualization and security concepts. - Familiarity with ticketing systems and ITIL best practices. - Excellent problem-solving and analytical skills. - Effective communication and interpersonal abilities. Certification: - Optional but valuable: VMware Certified Professional (VCP-NV) certification. No. of Positions: 1 Skill (Primary): Data Center-DC Converged-DC Virtualization (x64) Auto req ID: 1588984BR Skill Level 3 (Secondary Skill 1): Data Center-Network Data-Network Data,