Observability Engineer

HCLTech America • Los Angeles, CA

2d

About The Position

As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring timely resolution of escalations and incidents, while adhering to service level agreements (SLAs) and quality standards. Your expertise in Microsoft VDI Solutions and related technologies will drive customer satisfaction and operational efficiency, making you a key contributor to our team s success.

Requirements

• Strong knowledge of Microsoft VDI Solutions/RDSH and its application in support operations
• Proficiency in troubleshooting and resolving technical issues related to Windows and touch services
• Excellent communication and interpersonal skills to liaise effectively with business stakeholders
• Solid understanding of performance analysis methodologies and best practices

Nice To Haves

• Microsoft Certified: Azure Administrator Associate (Optional but valuable)
• ITIL Foundation Certification (Optional but valuable)

Responsibilities

• Ensure timely resolution and quality compliance of escalated incidents within the Microsoft VDI Solution environment, adhering to agreed SLAs and quality standards.
• Mentor team members and administrators by sharing knowledge of Microsoft VDI Solutions, maintaining effective documentation, and preparing Standard Operating Procedures (SOPs) to enhance operational efficiency.
• Validate change order implementation plans and ensure compliance with human error protocols, while actively participating in capacity planning to optimize resource allocation.
• Facilitate positive customer feedback by engaging in customer meetings, understanding issues related to touch services and video/telepresence, and presenting solutions to enhance customer satisfaction.
• Conduct root cause and trend analyses related to incidents and performance metrics, preparing detailed reports to inform key business stakeholders and drive continuous improvement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed