Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. You will be at the forefront of the work from anywhere transformation helping our customers shift their workforce to remote and hybrid, which has only been accelerated by the worldwide pandemic.
VMware brings together a phenomenal group of people. This includes a world-class development organization with unparalleled expertise in the system software space. The entire VMware team has crafted a rare business environment – one of energy, creativity, and collaboration. The atmosphere is fun, casual, and inviting, in keeping with VMware’s roots as a successful entrepreneurial start-up.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
In the first 30 days of starting your new role, you will become familiar with the products that we support and the process that we use to support them. You will also start building solid relationships with the highly technical group of Support Engineers that you will be leading, and with the colleagues with whom you will be collaborating regularly.
In the first 90 days, you will be working closely with your engineers, colleagues and field and other partners to build and grow your team-to-scale.
In the first 120 days and beyond, you will help contribute to and foster the culture of the team. You will use your skills and experience in technical customer support to engage your team members, your colleagues and our customers as we collaborate with each other to solve our customers’ most complex challenges. You will manage a team within our growing Global Technical Support organization. You will also have responsibility for leading efforts in developing and implementing world-class technical support services, best practices and methodologies to deliver unsurpassed service and support.
The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
As Supervisor of Technical Support, you will have the responsibility to manage a highly skilled technical support team in our organization. You will work closely with our Technical Support Management team including the Sr. Managers of Technical Support, Director of Technical Support, Western US, and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
Your key responsibilities and deliverable involve-
Lead a highly technical team of engineers in providing service to VMware customers. Provide clear direction to team members daily and build a strong collaborative culture. Facilitate daily standup meetings and seek new opportunities to aid teams’ continued development.
Provide support to the team as needed, in terms of coaching, escalation guidance, and collaborate with the Tanzu Escalation Management team as required.
Accountable for the performance of the organization against strategic and tactical operational goals/metrics. Drives the management and execution of technical support programs, personnel, projects, products, performance metrics/standards as well as strategic policies and directives for assigned areas. Requires complete functional knowledge and awareness of company goals and objectives.
Analyzes issues and trends regarding programs, products, processes, and standards/metrics, and makes recommendations. Driving and nurturing innovative thinking within business process improvement efforts and inspiring others to do the same.
Drives scheduling, work plans, technical direction, staffing, performance management, and development of direct reports and departments in assigned areas.
Problem-solving, working to deadlines and balancing multiple demands.
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-04-05
VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.
Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.
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