Service Desk Manager
BIOSME
Total years of experience :12 years, 0 Months
• Managing a team of over 40members which includes L1 and L2 Engineers
• Analyzing team performance on a daily basis.
• Managing escalated customer complaints through resolution utilizing cross-functional and global resources as required.
• Focus on team member development, training, coaching and evaluation resulting in achieving customer satisfaction.
• Provide technical mentoring, problem resolution when difficult customer engagement where needed.
• Handling support cases by concentrating on backlog case reviews and assigning cases to Engineers with the most appropriate expertise.
• Create knowledge base articles for use by customers and engineers.
• Experience with Virtualization : Installing and configuring VMware vSphere
• Creation, management, administration and maintenance of virtual servers and clients.
• Installing, configuration and deployment of VMware products such as VMware workstation, VMware view and more in virtual environment.
• Good experience in migration production VM using storage vMotion to new Datacenter with zero downtime.
• Ensuring the designs for ESXi hosts, Network architecture, vCenter server, Backup and monitoring meets the requirements.
• Handle Disaster Recovery infrastructure planning, building and testing.
• Onboarding customers to cloud which includes Virtualization, Backups and Replication.
• Troubleshooting issues related to VMware, Veeam, Acronis, Zerto, NetApp and Nable (Solar winds).
• Responsibility to look after the support desk as the first point of contact for all the clients.
• Responsibilities include handling escalation calls and providing the technical assistance to the entire team.
• Analyzing the team performance on a regular basis.
• Providing training to the team member as per the requirements.
• Developing strategies the team needs to use to reach its goal.
• Experience in dealing with a large variety of technologies such as VMware, Hyper-V, NetApp, Cisco, Microsoft, mainly dealing with virtualization.