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Service Operations Lead VCSP (Managed Services)

Responsibilities

• Provide technical leadership and coordinate Service Technicians within the VCSP environment.
• Act as the technical lead for complex incidents, root cause analyses, and escalations.
• Coordinate and execute complex changes and upgrades.
• Support service reviews, technical customer meetings, and escalation discussions.
• Drive knowledge sharing within the team and mentor junior and mid-level technicians.
• Operate, monitor, and maintain VMware-based virtualization platforms in VCSP and ECP environments (vSphere, vCenter, NSX, vSAN, and VMware Cloud Foundation).
• Handle incidents, service requests, changes, and problems in 1st and 2nd level support according to ITIL processes.
• Manage VCSP licenses, including administration, assignment, and issuance of VMware/VCSP licenses.
• Analyze monitoring, log, and performance data using tools such as Aria Operations, Aria Logs, and Zabbix.
• Execute maintenance, patching, and lifecycle activities, including upgrades, updates, and health checks.
• Support the operation of backup and disaster recovery solutions (e.g. Veeam).
• Collaborate with vendor support (Broadcom) and support the onboarding of new customers.
• Maintain operational, licensing, and process documentation.
• Interact regularly and professionally with customers to align requirements, communicate status updates, and ensure high service quality.
• Participate in a 24/7 on-call rotation after the onboarding period.

Profile

• Several years of practical experience operating complex VMware/VCF environments in a Managed Services environment.
• Experience in technical team leadership or as a Senior/Lead Engineer.
• Strong analytical, prioritization, and decision-making skills in incident and escalation situations.
• Very good understanding of service processes, SLAs, and ITIL.
• Strong sense of ownership and responsibility for the stability, security, and cost-efficiency of managed platforms.
• Ability and willingness to act as a technical point of contact and role model for the team.
• Completed IT-related vocational training (e.g. IT Specialist for System Integration) or a comparable qualification.
• Hands-on experience operating VMware infrastructures, ideally in a Managed Services environment.
• Solid knowledge of VMware vSphere and good working knowledge of NSX and vSAN.
• Experience with, or interest in, license management.
• Confident use of ticketing systems (e.g. Jira) and ITIL-aligned processes.
• Knowledge of monitoring and logging tools such as VMware Aria Suite and Zabbix.
• Team-oriented mindset, structured way of working, and strong communication skills.
• Strong customer and service orientation with clear, professional communication skills, even in highly technical situations.
• Very good English skills; German is an advantage.

Why Join Us?

• Work with cutting-edge cloud technologies alongside a high-performing team.
• Influence technical decisions and contribute to engineering best practices.
• Enjoy a respectful environment with open communication, teamwork, and opportunities for growth.
• Benefit from competitive compensation, attractive benefits, and a remote-first working model.