What is a typical day at work like for you?

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Im particularly interested in the guys who dont work in management (we all know typical day of a manager is Solitaire ahahah) . What is a typical support ticket you would get? Do you still deal with end users?

 

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Well that's me buggered then, however I can give you the day in the life of my engineers.

Look at ServiceNow to make sure there aren't any active incidents waiting to be worked on, check the work schedule (what are they patching / fixing etc), work with the DC guys to get access for the vendors / VARs to fix / install new components. Work on their scheduled changes, attend various (in some cases useless) meetings.

Tickets may range from adding new VLANs to UCS / VMware environments, adding datastores to the datastore clusters, providing performance information to users / product owners etc.

There is also an element of knowledge transfer going on at the moment, my platform SME's (VMware and UCS) getting more storage experience (NetApp Block / File as well as Swift based Object Storage) as well as my Storage guys getting VMware / UCS exposure, we are also taking on OpenStack and Kubernetes so training for that as well.

 

This is interesting... so would your engineers not deal with say end user issues such as missing emails, PC failing to boot etc etc? You know that sort of thing..

 

No. my engineers aren't specifically support engineers, they do support work but actually they support the underlying Storage and Compute platform, basically these guys were 2nd line support engineers in their previous lives but now they have gone beyond generic user complaints (that's what the service desk team are for).