The Hyper-Converged Infrastructure (HCI) Engineer is responsible for the deployment, administration, and support of HCI platforms that integrate compute, storage, and virtualization. This role ensures high availability, performance, and scalability of the infrastructure while handling escalated incidents, performing system optimization, and supporting both operations and project implementations. The engineer works closely with network, cloud, and security teams to maintain a stable and efficient IT environment. All 3 should be to provide L2/L3 support for HCI and L1 support for network but will be trained to basic monitoring, administration, and troubleshooting of Networking devices.
Key Responsibilities:
a. Incident Management & Support
- Handle escalated incidents related to HCI platforms (compute, storage, virtualization).
- Perform advanced troubleshooting and root cause analysis.
- Resolve system performance, availability, and storage-related issues.
- Support major incidents and ensure timely service restoration.
- Provide emergency support for critical infrastructure failures.
b. HCI Operations & Monitoring
- Monitor health, performance, and capacity of HCI clusters.
- Perform daily, weekly, and monthly system health checks.
- Analyze system alerts, logs, and resource utilization trends.
- Ensure optimal performance of compute, storage, and virtualization layers.
c. Administration & Configuration
- Administer HCI platforms (e.g., Nutanix, VMware vSAN, Hyper-V HCI).
- Assist in provisioning and managing virtual machines, storage volumes, and clusters.
- Configure storage policies, replication, and high availability features.
- Manage snapshots, backups, and recovery operations.
- Perform patching, upgrades, and firmware updates.
d. Capacity & Performance Management
- Monitor and manage resource utilization (CPU, memory, storage).
- Assist in performing capacity planning and forecasting.
- Optimize workloads and resource allocation.
- Be part in the recommendation scaling strategies to meet business demands.
e. Backup, Recovery & Business Continuity
- Help manage backup and restore operations for virtualized workloads.
- Support disaster recovery (DR) planning and testing.
- Ensure data protection and system resiliency is observed
- Monitor and validate backup integrity and recovery procedures.
f.Security & Compliance
- Must support the implementation security best practices for HCI environments.
- Manage access controls, roles, and permissions.
- Support vulnerability remediation and system hardening.
- Ensure compliance with internal policies and audit requirements.
g. Onsite Support
- Provide onsite support for hardware and infrastructure-related issues.
- Coordinate with L2, L3 and vendor for physical troubleshooting.
- Support installation, replacement, and maintenance of HCI hardware.
- Document onsite activities and resolutions.
h. Vendor & Stakeholder Coordination
- Coordinate with vendors (OEMs, support providers) for issue resolution.
- Assist in vendor-led maintenance and upgrades.
- Track support tickets and ensure timely resolution.
- Provide updates to stakeholders and internal teams.
i. Documentation & Reporting
- Maintain documentation for system configurations, architecture, and changes.
- Update diagrams and operational procedures.
- Document incidents, resolutions, and known issues.
- Generate reports on system performance and utilization.
j. Shift Handover & Operational Continuity
- Maintain detailed handover logs, including: Active incidents and system status, Ongoing maintenance or upgrade activities, Backup/replication status, Capacity or performance concerns , Critical alerts requiring follow-up
- Ensure smooth transition between shifts.
k. Continuous Improvement & Problem Management
- Conduct root cause analysis for recurring infrastructure issues.
- Identify automation opportunities for operational tasks. l. Contribute to knowledge base and standard operating procedures (SOPs).
m. Project & Engineering Support
- Support HCI deployment, migration, and upgrade projects.
- Assist in infrastructure design and architecture planning.
- Participate in data center modernization initiatives.
- Evaluate new technologies and solutions for improvement.
n. Cross-Team Collaboration
- Work with network, cloud, and security teams for integrated solutions.
- Support application teams in infrastructure-related requirements.
- Provide technical guidance to Level 1/Level 2 engineers.
o. Other Requirements
- Provide Level 1 support for Data Warehousing Platform (training provided), including: ▪ Initial incident handling ▪ Basic monitoring ▪ Routine administrative tasks ▪ First-line troubleshooting ▪ Amenable to shifting schedules and on-call duties if required.
- Amenable in working shifting and 24/7 schedules.
- Demonstrates flexibility and willingness to be assigned across different client environments as needed.
- Willing to support both remote and onsite operations.
- Agrees to be reassigned to other MSP clients during the current contract, upon completion or termination of the current engagement, as required by the business. The employee also agrees to accept and perform new roles, responsibilities, or obligations associated with such reassignment, and to adapt to different client environments while maintaining service standards and professionalism
Qualifications:
· Strong understanding of virtualization, storage, and compute technologies.
· Knowledge of backup, disaster recovery, and high availability concepts.
· L2/L3: 3-5+ years of advanced network engineering experience with design and troubleshooting expertise.
· With basic knowledge in network and security fundamentals (TCP/IP, LAN/WAN, VLANs, subnetting)
· Good documentation and communication skills. Ability to perform advance network troubleshooting (connectivity, latency, packet loss)
· Experience using network monitoring tools and performing daily health checks
· Advance understanding of network security.
· Familiarity with ITIL-based incident management and ticketing systems
· Ability to document network changes, incidents, and shift handovers
· Experience coordinating with vendors, ISPs, and internal IT teams under SLA environments
