LCM Engineer

The Life Cycle Management (LCM) Engineer is responsible for the remediation of customer environments. This includes but is not limited to physical and non-physical servers and VMWare ESXi hosts. LCM Engineer performs both preventative and End-of-life (EOL) OS upgrades and performs ESXi host patching for vulnerability remediation. This position will require the ability to follow complicated instructions with a client-first mentality. This role requires high attention to detail and the ability to be flexible to client needs escalate to teams leadership and partners when appropriate and drive change to complete OS upgrades on time. This role will be focused on fundamental skills and processes including basic cloud technology administration & troubleshooting documentation creation communication collaboration and training. Daily team and client interaction will be expected.

Responsibilities

• Provides quality internal and external customer service surrounding the Company values.
  

• Basic troubleshooting of cloud solutions.
  

• Performs private and multi-tenant cloud infrastructure OS and hardware upgrades.
  

• Works on applying cloud infrastructure OS updates and patches for end-of-life and vulnerabilities.
  

• Manages ticket queue and provides understandable communication in tickets until resolution.
  

• Provides clear and accurate communications with customers that meet TierPoint expectations.
  

• Escalates to or engages partners leadership and internal teams as needed to ensure steady progress to final remediation.
  

• Ability to prioritize effectively with the client.
  

• Assists in the development of documentation to improve the delivery of remediation as appropriate make recommendations for improvements and automation.
  

• Alerts Manager of any hardware or networking issues impacting delivery of remediation.
  

• Other duties as assigned.
  

Essential Functions

• Experience in complex multi-data center environments with 24x7 mission-critical operations.
  

• Ability to operate in a fast-moving team-oriented collaborative environment with tight deadlines.
  

• Customer service is focused and portrays energy professionalism and welcoming characteristics.
  

• Strong ability to work in a highly sensitive and confidential environment.