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VNOC Analyst: VMware
    General Description
The VMware Network Operations Center ( VNOC ) Analyst will be responsible for providing global 1st Level 24x7 IT operational support for all production infrastructure (hosts, databases, web services, telecoms, network) and applications. Through the use of SOPs and Run books, the VNOC Analyst will respond, diagnose, resolve or escalate production system outages reported through monitoring alerts and/or the VMware Service Desk. Organizing and maintaining service availability metrics and providing 1st level triage and resolution of IT issues/support requests are additional objectives for the team.
The VNOC Analyst will report into the Senior Manager of the VNOC in Palo Alto and a key contributor to a 24x7 IT global operations team. The ideal candidate is technically oriented, possesses solid communications skills, and enjoys working in a team environment. The position may require individual to work shift and weekends on a rotating basis and may be required to carry a pager.
VMware is a rapidly growing company with a tremendous opportunity for many exciting challenges. You must have the desire and ability to work in a dynamic and fast-paced environment in order to be successful in this role.
Principal Duties and Responsibilities
- Identify, troubleshoot, and resolve I.T. production network, system, and application related problems reported through monitoring systems, trouble tickets, or the VMware Service Desk - Rapidly respond to all alerts, restoring or escalating service/applications issues as per established SLAs - Facilitate IT conference calls during production outages, providing accurate written and verbal updates in timely and consistent manner - Track all planned and unplanned system/application outages through trouble ticketing systems and reporting tools - Participate in change management and post mortem process to ensure operational consistency and service improvement - Execute operational processes based on Run book and SOP documentation - Configuration and maintenance of network/systems management tools - Special projects as needed
Education/Work Experience Requirements
- B.S. Degree in Computer Science or equivalent - 1-2 years NOC experience - Minimum 1 years experience as a Jr. Network, Linux, and/or Windows Systems Administrator or equivalent - Minimum 4 years experience in IT support
Additional Requirements
- Proficient use and configuration of standard TCP/IP network troubleshooting tools and Network Management Systems such as CA Spectrum, Zenoss - Hands-on experience administering Linux Server, DHCP, BIND DNS, ESX Server, Virtual Console, Mailman, SMTP, NFS, NIS, SAN/NAS storage systems - Hands-on experience administering large enterprise Windows Server, Active Directory, File/Print, and Exchange environments - Experience in working in IT operations groups supporting enterprise applications such as Oracle, Siebel, Web - Proficient use of trouble ticketing systems and working knowledge of incident management, change management, and problem management processes - Solid problem diagnosis, troubleshooting, and problem solving skills - Solid verbal and written communications skills, working effectively with IT support teams, management, and internal users - Works well both independently and as part of a team; attention to detail is essential for this position - Must be willing to work weekends as part of a 7x24 operations team responding to off-hours service desk requests - Previous Help Desk/Desktop support experience is a plus
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
VMware is an equal opportunity employer and does not discriminate on the basis of race, sex, age, national origin, religion, physical or mental handicaps or disabilities, marital status, veteran status, sexual orientation, nor any other basis prohibited by law.
Virtualization is the technology that is poised to change the way we think about computing. VMware (NYSE: VMW) is the global leader in virtualization solutions from the desktop to the datacenter. Customers of all sizes rely on VMware to reduce capital and operating expenses, ensure business continuity, strengthen security and go green. With 2008 revenues of $1.9 billion, more than 130,000 customers and more than 22,000 partners, VMware is one of the fastest-growing public software companies. VMware’s award-winning technology, market-leading position and culture of excellence provide the more than 6,600 passionate people we employ in 40 locations worldwide with a platform for professional growth and the excitement of being an early-stage innovator. As VMware grows, we are looking for individuals who share our corporate values for excellence and innovation; straightforwardness and open communication; a sense of fun and an appreciation of a balanced life; delivery on our promises to our partners, our customers, and ourselves; and a passion for what we do and the value we deliver. Find out more about VMware at www.vmware.com/company.
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