Senior Virtualization Engineer - Managed Services

CDW’s vision is to be THE national provider of Managed Services. We will achieve this reputation by continuing to delight our customers and being the employer of choice for highly motivated and talented engineers. Engineers at CDW   are responsible for   the development and delivery of our Managed Services offerings. Engineers apply the necessary technical breadth to providing top level technical support services and operational leadership, including solution design and implementation, problem resolution, and technical change implementation for Managed Services clients. Engineers at CDW are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber,   well rounded   professionals who are passionate about emerging technology, with exceptional customer service and communication skills.

What You Will Do

• Provide innovative technical solutions to complex hardware/software problems.
• Provide design, implementation, technical support   services   and consulting to Managed Services clients to meet their business needs.
• Understand and Deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog.
• Understand and follow the processes and procedures defined in the CDW   ManS   Standard Operating Procedures manual (SOP).
• Provide detailed and effective communication to internal and external customers.
• Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
• Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability   objectives   are met.
• Conduct throughput analysis, problem solving, and infrastructure planning
• Participate in various projects intended to continually improve/upgrade technology infrastructures.
• Create and execute test plans to meet project requirements for assigned components.
• Identify   and communicate potential opportunities for cross-selling to the sales team.
• Provide   high quality   content deliverables using the   appropriate document   templates.
• As a Senior   Engineer   provide technical services with no supervision from Supervisors, Team Leads, or Technology Owners.
• Ability to follow through with tasks, projects, troubleshooting with no supervision.
• Serve as   technical   point of contact on customer engagements, and internal projects.
• Conducts/lead design workshops for complex designs to meet customer,   business   and technical   objectives .
• Proactively develop plans and activities to avoid problems.
• Educate the customer on solutions as   appropriate throughout   the life of the service.
• Complete projects/tasks on   a timely   basis, according to commitments made to stakeholders and management.
• Perform scopes of work as detailed in the   implementation   plans assigned (system builds, test plans, documentation, training, etc.).
• Handle several tasks simultaneously ( ie : pre-sales, troubleshooting, maintenance, and responding to emergencies).
• Communicate with Engineering   Manager   all events that are not   anticipated   (new product requirements, equipment failure, design changes, schedule changes).
• Respond to all customers professionally and courteously and relay any customer questions or concerns to   manager .
• Demonstrate and actively   promotes   an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
• Assist   in creating and documenting policies and procedures.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Provide support to Service Account Managers, Project   Managers   and product developers.
• Contribute to written proposals and technical documentation.
• Assist Professional Services team when   required   with client consultation including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
• Review assigned service requests daily, following up and providing status updates to clients; ensure data   pertaining to   the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
• Conduct self in a manner consistent with customer service expectations.
• Test, evaluate, and develop new products, offerings, and solutions.
• Conduct training of customers and coworkers in both formal and informal environments.
• Work directly with Project Managers to update project plans and communicate project status.

What We Expect of You

• Bachelor’s degree in business, computer science, a related technical   degree   or equivalent experience
• At least five (5) years large-scale, multi-tenant Data Center environment with enterprise-class planning, design,   implementation   and support experience to include:
• Experience with VMware virtualization technologies and infrastructure
• Experience with hyper-converged infrastructure, including Cisco Hyperflex, Nutanix and/or VMware   vSAN
• E xperience with Cisco UCS infrastructure
• At least three (3) years’ experience using scripting tools to automate both routine and complex tasks such as Microsoft PowerShell, VMware   PowerCLI , and/or Cisco UCS   PowerTool
• Capable of resolving critical issues in a time sensitive manner,   cognizant   of required service levels.
• Ability to   establish   customer trust and confidence in the CDW Managed Services knowledge of and concern for customers’ business needs.
• History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines.
• Critical attention to detail and solid creative problem-solving skills.
• Ability to perform intermediate root cause analysis.
• Customer Service focus and   a high level   of professionalism.
• Ability to consistently follow policies and procedures.
• Strong communication   and documentation skills .
• Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders , in   including senior leadership.
• Must have   good time   management skills and be able to meet rigid and urgent assignment schedules.
• Must   know when to ask for   assistance . Must be approachable, teachable, and a team player with   a strong desire   to continue learning and expanding their experience in a highly evolving technical environment.
• Professional-level   previous   work experience in many of the following technologies and professional and technical areas: VMware, Nutanix, Cisco UCS, Dell, HPE, ITIL, is a plus.
• Knowledge/experience with replication and backup   technologies,   is a plus.
• Provide day to day operational requirements to include administering multiple virtual environments (infrastructure, hosts, appliances, VMs); alerting and error code response and resolution; ability to perform advanced troubleshooting in all focuses and related technologies, is a plus.
• Virtual infrastructure performance monitoring & optimization, capacity   utilization , trending and reporting, is a plus.
• Provide   environmental status reports and architecture documentation to support teams to   assist   in monitoring and   reporting,   is a plus.
• Responsible for capacity planning and performance analysis of storage, backup and recovery infrastructure, is a plus.
• Recommends changes to procedures, which result in operational optimization and improved SLAs,   is   a plus.
• Provide   consulting and mentoring of virtualization technologies on internal and external projects as well as to other CDW teams and coworkers, is a plus.