Sr Technical Lead (Support & Operations)

HCLTech; Brampton; On-site; CAD 90,000 - 120,000; Full time

Job summary

HCLTech in Brampton seeks an experienced VMware infrastructure engineer to monitor and manage ESXi hosts, vCenter, and vSphere environments. You will provisioning, migrating, and decommissioning virtual machines to support business needs.

The role serves as Day SPOC for production incidents, handles alerts, RCA activities, and coordinates with application, server, network, storage, and vendor teams. On-call rotation is required.

Responsibilities

• Monitor and support VMware ESXi hosts, vCenter Server, and vSphere environments.
• Create, modify, and decommission virtual machines based on operational and business requirements.
• Execute vMotion and Storage vMotion during maintenance activities.
• Assist in cluster maintenance, resource optimization, and capacity management.
• Investigate and remediate vROps alerts related to performance, capacity, and availability.
• Escalate complex issues to senior infrastructure teams when required.
• Manage incidents and service requests using BMC Remedy; support incident, problem, and change management processes.
• Act as the Day SPOC for VMware and infrastructure production incidents; coordinate with multiple teams.
• Assist with RCA activities and implement corrective actions.
• Identify and troubleshoot hardware issues; coordinate hardware replacement with vendors such as HPE.
• Create and manage vendor support cases and track issues through resolution.
• Schedule and support maintenance windows related to hardware repairs and replacements.
• Participate in a 24x7 on-call support rotation; respond to critical incidents outside business hours.

Job description

• Monitor and support VMware ESXi hosts, vCenter Server, and vSphere environments.
• Create, modify, and decommission virtual machines based on operational and business requirements.
• Execute VM migrations (vMotion and Storage vMotion) and host migrations during maintenance activities.
• Assist in cluster maintenance activities, resource optimization, and capacity management.

Monitoring and Alert Management

• Investigate and remediate vROps alerts related to performance, resource utilization, availability, and capacity.
• Identify recurring alerts and participate in preventive maintenance activities.
• Escalate complex issues to senior infrastructure teams when required.

Incident and Ticket Management

• Manage and resolve incidents and service requests using BMC Remedy.
• Support Incident, Problem, and Change Management processes.

Production Support & Day SPOC Responsibilities

• Act as the primary Day SPOC for VMware and infrastructure-related production incidents.
• Participate in Major Incident bridges and coordinate with application, server, network, storage, and vendor teams.
• Assist with Root Cause Analysis (RCA) activities and implementation of corrective actions.

Hardware and Vendor Management

• Identify and troubleshoot hardware-related issues affecting VMware hosts.
• Coordinate hardware replacement and break-fix activities with hardware vendors such as HPE.
• Create and manage vendor support cases and track issues through resolution.
• Schedule and support maintenance windows related to hardware repairs and replacements.

On-Call Support

• Participate in a 24x7 on-call support rotation.
• Respond to critical production incidents, alerts, and outages outside business hours.
• Perform emergency troubleshooting and coordinate escalations as required.