Job Description
ROLE SUMMARY The Nutanix L2 Engineer provides advanced operational support for Nutanix clusters and integrated HPE server infrastructure. The role covers cluster health, incident troubleshooting, virtualization, storage, networking, firmware lifecycle management, hardware coordination, VMware support, ServiceNow ticket management, and ITIL-aligned service operations. 1. Nutanix Core Platform & Administration
- Demonstrate a strong understanding of Nutanix AOS, AHV hypervisor, Controller VM (CVM), Prism Element, Prism Central, cluster architecture, and hyperconverged infrastructure (HCI).
- Monitor cluster, node, CVM, and service health; investigate alerts, events, task failures, capacity issues, and resource utilization.
- Troubleshoot CVM unavailability, host disconnections, Prism access failures, cluster service degradation, and management-plane connectivity issues.
- Understand RF2/RF3, fault domains, replication factor, data resiliency, rebuild/re-protection behaviour, and the impact of node or disk failures.
- Manage storage pools, containers, virtual disks, snapshots, storage capacity, data-reduction features, storage balancing, and latency investigations.
- Perform VM provisioning and configuration, vCPU/memory allocation, virtual disk and NIC management, snapshots, cloning, and approved migration activities.
- Troubleshoot VM power-on failures, stuck tasks, console issues, live-migration failures, host-maintenance blockers, resource contention, and HA restart events.
- Monitor CPU, memory, IOPS, throughput, storage latency, network utilization, and cluster-capacity trends.
- Run approved Nutanix Cluster Check (NCC) health checks and analyse findings using version-specific documentation and applicable knowledge articles.
- Support Nutanix Files, Objects, Volumes, Flow, and other platform services where deployed and within the team's support scope.
- Support Prism Central registration, inventory synchronization, certificates, DNS/NTP dependencies, and connectivity issues.
- Manage Lifecycle Manager (LCM) inventory, pre-checks, compatibility reviews, AOS/AHV/firmware updates, task monitoring, and post-upgrade validation.
- Collect Nutanix support bundles and relevant CVM/host logs; correlate timestamps, alerts, and recent changes before escalating to Nutanix L3.
- Understand cluster-expansion and node addition/removal prerequisites, Foundation imaging concepts, hardware compatibility, and post-expansion validation.
- Follow approved procedures for cluster maintenance; do not execute destructive or service-restart commands without authorization. 2. Nutanix Networking, Troubleshooting & Lifecycle Management
- Troubleshoot host, CVM, Prism, and VM connectivity using IP addressing, subnetting, gateways, DNS, NTP, routing, firewall, VLAN, and MTU evidence.
- Understand AHV bridges, bonds, physical NIC mapping, VLAN tagging, and separation of management, storage, VM, and migration traffic.
- Investigate NIC link flaps, packet drops, CRC errors, adapter resets, OCP/PCIe NIC faults, and switch-port instability.
- Coordinate with Network L2/L3 teams using MAC addresses, adapter mapping, VLAN IDs, switch-port details, link status, counters, and timestamps.
- Review AOS/AHV/NCC/Foundation and firmware versions, release notes, compatibility requirements, capacity, and cluster resiliency before maintenance.
- Confirm maintenance approvals, customer impact, outage requirements, prerequisites, backup status, rollback criteria, and escalation contacts.
- Execute approved pre-checks, monitor maintenance tasks, preserve logs, and validate cluster health after upgrades or hardware replacements.
- Assess fault tolerance and cluster health before node or disk replacement; verify discovery, inventory, data resiliency, and workload health afterward.
- Apply a structured troubleshooting approach across hardware, networking, storage, hypervisor, management-plane,



and guest/application layers. 3. HPE Server Infrastructure, OneView, Synergy & Blade Systems HPE ProLiant, DX, Apollo & Superdome
- Support HPE ProLiant DL360/DL380, Nutanix-validated DX platforms, Apollo servers, blade servers, and applicable scale-up/Superdome infrastructure.
- Use iLO, Integrated Management Log (IML), Active Health System (AHS), hardware inventory, and supported diagnostics to investigate hardware alerts.
- Troubleshoot POST/boot failures, processor and memory errors, power/fan alerts, storage-controller faults, disk issues, and network-adapter failures.
- Understand BIOS/UEFI, System ROM, Smart Array controllers, drives, OCP NICs, PCIe cards, risers, power supplies, and firmware dependencies.
- Coordinate replacement of drives, DIMMs, NICs, controllers, risers, power supplies, and system boards with field support.
- Record server serial numbers, part numbers, slot/bay details, pre-replacement status, and post-replacement validation results.
- Validate hardware inventory, iLO access, adapter enumeration, firmware versions, hypervisor state, and Nutanix cluster health after maintenance. HPE OneView, Synergy 12000 & C7000
- Monitor HPE OneView appliance health, server hardware, profiles/templates, connections, firmware baselines, inventory, and alerts.
- Troubleshoot iLO connectivity, certificate/trust errors, discovery failures, management-network issues, and hardware-inventory mismatches.
- Understand server-profile assignment, MAC/WWN allocation, connection mapping, and firmware compliance.
- Support HPE Synergy 12000 frames, Composer, compute modules, interconnect modules, frame links, and management-ring concepts.
- Troubleshoot compute-module discovery, missing profiles, power state, bay identification, interconnect connectivity, and inventory mismatches.
- Understand HPE BladeSystem c7000 enclosures, Onboard Administrator, blade servers, and enclosure-level dependencies.
- Perform approved firmware updates using compatible Service Pack for ProLiant (SPP) and component packages after validating the platform and support matrix.
- Complete post-maintenance checks for hardware health, firmware compliance, profiles, connectivity, inventory, alerts, and workload status. 4. VMware vSphere & ESXi
- Support VMware vCenter Server, ESXi hosts, clusters, virtual machines, datastores, standard/distributed switches, and port groups.
- Troubleshoot host disconnections, VM power-on failures, snapshot issues, datastore capacity, storage-path failures, vMotion failures, and HA/DRS alerts.
- Monitor CPU, memory, storage latency, and host performance; review vCenter events and collect diagnostic logs for escalation.
- Troubleshoot VMkernel connectivity, VLANs, NIC teaming, uplinks, MTU, DNS, and NTP issues in coordination with Network and Storage teams.
- Perform approved ESXi maintenance-mode, VM evacuation, host reboot, and firmware activities under change control.
- Validate host connectivity, datastore accessibility, VM health, HA/vMotion functionality, and application availability after maintenance.
- Coordinate with VMware, Windows/Linux, storage, backup, and application teams to resolve cross-platform incidents. 5. Storage, Backup & Data Protection
- Understand SAN/NAS concepts, storage connectivity, multipathing, datastore capacity, and storage-performance indicators.
- Investigate storage latency, path failures, capacity exhaustion, disk alerts, and connectivity issues in coordination with the responsible teams.
- Monitor backup jobs,



investigate failures, coordinate restore operations, and validate recovery results with the backup team.
- Understand snapshots, replication, recovery points, Recovery Point Objective (RPO), and Recovery Time Objective (RTO).
- Recognize that a snapshot alone is not a complete backup; follow the approved backup and recovery strategy.
- Validate workload and application health after storage, backup, or infrastructure maintenance. 6. ServiceNow, ITSM & ITIL Service Management Incident, Problem, Change & Service Request Management
- Manage incidents, incident tasks, service requests, change records, and problem records in ServiceNow or the designated ITSM platform.
- Support investigations into recurring incidents, repeated hardware faults, persistent network issues, and recurring platform alerts.
- Correlate incidents, changes, event timelines, logs, and diagnostic evidence to help identify underlying causes.
- Document verified findings, workarounds, known errors, corrective actions, and preventive recommendations.
- Distinguish immediate service restoration from permanent corrective action and formal problem resolution. CMDB, Knowledge & Configuration Management
- Maintain accurate configuration and asset information, support CMDB data quality, and follow knowledge-management and documentation processes. ITIL & ITSM Operational Knowledge
- Apply ITIL-aligned Incident, Problem, Change Enablement, Service Request, Configuration, Knowledge, and Service Level Management practices.
- Understand the difference between incident restoration, problem investigation, change authorization, and service-request fulfilment.
- Follow priority and escalation matrices, SLA/OLA targets, communication procedures, and shift-handover requirements.
- Maintain explicit ownership, accurate records, timely updates, and traceability between related incidents, changes, tasks, problems, and vendor cases.
- Participate in major-incident bridges, stakeholder communications, operational reviews, and post-incident reviews when required.
- Support continual improvement by identifying recurring issues, documentation gaps, automation opportunities, and process improvements.
- Follow access controls, least privilege, MFA, data protection, secure-log handling, and organizational compliance requirements. 7. End-to-End Customer & Incident Ownership
- Act as the technical point of contact for assigned infrastructure incidents and service requests.
- Confirm business impact, affected services, scope, priority, and customer-communication requirements.
- Build a troubleshooting plan, coordinate resolver groups, track dependencies, and maintain regular updates.
- Collect relevant logs, timestamps, screenshots where permitted, diagnostic outputs, hardware details, and vendor-case references.
- Escalate with a concise problem statement, affected versions, impact, findings, actions attempted, and a specific request for assistance.
- Validate recovery with platform checks and relevant customer/application-owner confirmation.
- Ensure incidents and changes contain accurate implementation details, results, outstanding risks, and ownership before closure or handover.
- Communicate professionally during maintenance windows, service disruptions, and vendor escalations. 8. Certifications & Expected L2 Readiness Relevant Nutanix Certifications (Preferred)
- Nutanix Certified Associate (NCA).
- Nutanix Certified Professional Multicloud Infrastructure (NCP-MCI).
- Nutanix Certified Master – Multicloud Infrastructure (NCM-MCI). Expected L2 Capability
- Independently troubleshoot common Nutanix cluster, CVM, VM, storage, networking, and lifecycle incidents using approved procedures. Note: All maintenance, configuration changes, hardware replacements, and recovery activities must follow approved change controls, platform guidance, and organizational procedures.

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