Senior Virtualization Engineer - Managed Services

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 

• Experience 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. 

• Assist in the product development process of virtualization technologies as needed to further develop CDW technology platforms and service offerings, is a plus. 

• Experience writing documentation, including installation guides, best practice guides, change plans and other technical documents, is a plus. 

• Experience working within an environment that has an advanced change management program, is a plus. 

• Ability to communicate with both technical and non-technical customers, both internal and external, is a plus. 

• ITIL Foundations Certification is a plus. 

• VMware Certified Professional (VCP) certification or Nutanix Certified Professional (NCP) or higher, is a plus. 

• Basic understanding of routing, switching and firewall infrastructure, is a plus. 
  Pay range: $106,000 - $150,180 depending on experience and skill set 
  Annual bonus target of 10% subject to terms and conditions of plan 
  Benefits overview: 
  Salary ranges may be subject to geographic differentials