Server Support Architect

Server Support ArchitectLocation:Mexico TIJUANA or BOGOTA, Colombia.Work Model:On- Site
Language Requirements:Advanced professional English is mandatory. The consultant will participate in meetings with global teams and international business users.
Required Experience:Minimum of 10 to 12 years experiences in a large global Corporate IT Service Delivery/Support environmentHighly Technically Skilled to support the business and displays logical “from the ground up thinking and troubleshooting”Troubleshooting of a wide range of desktop and infrastructure\software systemsExpert level Microsoft Office 365 and operating system SupportProcess, results and Service delivery drivenExperience with ServiceNow processes and reporting capabilitiesAdvanced understanding of how domains and infrastructure work

Technology / Functional landscapeVMware/ESXi updates/ vCenter updatesFixing Server patch issuesProject folder creation in Nasuni filer - configuring accessProject folder creation on fileserversVM configuration on Azure using terraform workspaceTroubleshooting issues on Azure serversVM migration from on-prem to azure, vice versaPhysical server/storage configurationidrac firmware updates/failed hardware replacement and follow ups with vendorTroubleshooting application issuesVMware to Hyper v migrationBasic Vxrail knowledge as we are already moving out of vxrailTroubleshooting knowledge of Dell PowerEdge servers/Powervault storage hardware.

Server Support L3 & L4 resources:Provide support that is focused on complex issues ranging from office/windows products to engineering tool support issues including advanced software supportProvide technical expertise and guidance to resolve complex issues that fall outside standard troubleshooting procedures. Identifies, researches and resolves technical problems that are difficult and complexCoordinate with other teams or departments to resolve issues and create knowledge base articles from these situations that will help resolve the same issues faster in the future. Performs detailed root cause analysis on IT issuesAnalyzing and Driving ticket root cause analysis and process improvements to ensure timely and effective resolution in future ( Root cause and Remediations )Knowledge and data identification/retention - Own building a comprehensive internal knowledge base and input data into service now which will aid future automations/ticket resolution. Drive a data driven cultureMonitor the outsourced partner’s performance and push back on incomplete or improperly handled tasks.Design and implement efficient workflows to streamline issue resolution and escalation procedures. Identify opportunities for automations and monitor outsource partners automations efforts to keep vendors accountable for deliverablesSupport/manage Application packing and application packaging submission activities done by outsource partnersTeam is a learning machine: Ensure that any or all new knowledge received is strategically collected, learnt, documented and data is captured in the right placeSupport/Own local license server support globallySupport/Own troubleshooting that involves engagement with software vendors and outsource partnersSupport/Own collaboration efforts between departments/teams that are aimed at improvement (SAM team, product managers, procurement etc.)

Mandatory Validation Criteria:Advanced professional EnglishAvailability to work in a ON-Site model in TIJUANA Mexico or BOGOTA Colombia.Proven hands-on Server experience