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Senior VMware VCSP Engineer
📜 Description
- Own and resolve complex customer incidents, service requests, and catalog tasks through ServiceNow, from intake through technical resolution and closure.
- Provide senior-level troubleshooting across VMware Cloud Foundation, vSphere, ESXi, vCenter Server, vSAN, VMware Usage Meter, and related platform components.
- Investigate infrastructure failures involving installation and deployment, upgrades, certificates, DNS, NTP, networking, storage, authentication, host connectivity, and management-plane services.
- Support VMware VCSP licensing operations, including entitlement validation, license-key and subscription workflows, capacity changes, product-version alignment, and customer guidance during upgrades.
- Lead customer communications during escalations, including evidence gathering, validation plans, remote troubleshooting sessions, status updates, and resolution confirmation.
🛠️ Requirements
- 8+ years of experience supporting enterprise VMware environments in a managed-services, consulting, or service-provider organization.
- Strong hands-on experience with VMware Cloud Foundation and the core vSphere stack, including ESXi, vCenter Server, vSAN, lifecycle management, and upgrade planning.
- Demonstrated experience owning customer-impacting incidents and technical escalations through resolution.
- Practical experience with VMware VCSP licensing, subscription or entitlement operations, Usage Meter, usage reporting, and capacity or compliance-related workflows.
- Strong ServiceNow experience with incidents, requests, catalog tasks, work notes, customer updates, escalation tracking, and closure criteria.
- Ability to troubleshoot methodically using logs, command-line tools, APIs, configuration reviews, and documented validation plans.
- Working knowledge of enterprise infrastructure dependencies such as DNS, NTP, certificates, Active Directory/LDAP, firewalls, routing, storage, and backup.
- Strong written and verbal communication skills, with the ability to explain technical issues to both infrastructure teams and business stakeholders.
- Willingness to work in a rotational 24x7 support model and participate in on-call or major-incident coverage.
- VMware or Broadcom certifications such as VCP, VCAP, VCF, or equivalent hands-on expertise.
✨ Benefits
- Comprehensive health insurance coverage for employees, with options to extend coverage to dependents
- Paid time off and company holidays, along with additional leave
Full job description
AHEAD is looking for a Senior VMware VCSP Engineer to join the Managed Services team supporting enterprise customers through the VMware Cloud Service Provider program. This is a senior, customer-facing engineering role responsible for technical ownership of VMware infrastructure issues, VCSP licensing and usage operations, service-request fulfillment, vendor escalation, and continuous improvement of support processes.
The successful candidate will combine deep VMware platform expertise with strong incident leadership, clear customer communication, and the ability to operate effectively in a follow-the-sun support model.
What you’ll do
Required qualifications
Preferred qualifications
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