Vmware Hiring For Manager Technical Support at India ,  Full Time

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Why will you enjoy this new opportunity
Are you passionate about learning new technology and solving complex problems for customers Do you like to work as part of a team Do you like to learn from others Do you like to share your knowledge if the answer to these questions is yes, then VMware has a Technical Support role for you. As Manager of the Global support organization, you will have the responsibility to manage and lead a highly skilled technical support team driving adoption of our Cloud product offering. Your team will be responsible for the success of VMware’s most strategic customers and partners, requiring the development of strong and lasting working relationships.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.
What are the performance outcomes over the first 6-12 months you will work toward completing
As a Technical SupportManager, you will have the opportunity to work with the existing senior management team in the design and implementation of the mission,strategy,and tactics of our leading-edge technical support organization.The position demands excellent communication and relationships skills with staff, customers,Partnersand stakeholders at all levels including engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our customers. You will also be responsible for several ongoing programs/projects and initiatives within the greater organization. A large component of the position will require a focus on making VMware a great place to work.

• First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, andthe workings of our support operations.
• Once achieved, you will supportbuildrelationships with staff, customers,Partners,and stakeholders at all levels including engineering, sales, and product marketing teams.
• Whenyou have a good grasp of the processes, people, and product, you be responsible for several ongoing programs/projects and initiatives within the greater organization.Anability to innovate, adapt and execute in a dynamic environmentwith clear leadership skills at a senior levelwill be key to your success in this role.

The Work: What type of work will you be doing What assignments, requirements, or skills will you be performing on a regular basis
As a Technical SupportManager, you will work closely with our Executive Support Leadership team including Sr. Managers of Technical Support, Director of Technical Support, 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 cloud customers.
In this role you will:

• Accountable forall aspects of VMware’s engagement with our customers and key internal stakeholders, primarily focused on Cloud Management products. Responsible for Key metrics such as CSAT, SLO and support request average time to resolution.
• General management and motivationof 10-15 technicalsupportengineers, including hiring, management, and professional development of support engineeringstaff.
• Innovate, Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, andtelephony.
• Work with VMware’s sales teams and key stakeholders to establish requirements for enhancement of existing support programs and/or establishment of new ones.
• Work with VMware’s engineering team and other cross functional teams to implement formal feedback mechanisms for incidents, causes, and resolutions where required.

Work in an environment of trust, on-going development, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.
What is the leadership like for this role What is the structure and culture of the team like

• The selected candidate will be reporting to one of the Senior Technical Support Manager. Managers have considerable amount of experience in managing enterprise support and leading the team to success through the company’s values. Leadership is deeply invested in the teams careers development and has a successful track record of ensuring the team is successful as a unit and ensure the individual team members progress in their careers.
• Leadership practices high ethical management and provides good work environment while being employee friendly
• The core team comprises managers, supervisors and engineers at different levels (L1, L2 and L3, L4) supporting vRealize suite (including OpenStack) of products. The team is part of the 24×7 support structure and demonstrates work flexibility to ensure we meet customers contractual requirement
• While the team has loads for fun and engagement, we also work in partnership with the peers across the globe working during different time zones. The role requires the candidate to be flexible to work in any shift (includes PST) and weekend hours.

Where is this role located

• Fixed: this role is based out of VMware’s Bangalore office and open to candidates in the surrounding area.
• Flexible: Work will be done from an office some days during a week and other days from a non-VMware building.

What are the benefits and perks of working at VMware
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights or explore the VMware Benefits page for additional details. Please note, benefits change by country, please select your country from the drop-down menu in the top right corner.

• Employee Stock Purchase Plan
• Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
• Generous Time Off Programs
• 40 hours of paid time to volunteer in your community
• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)

Wellness reimbursement and online fitness and wellbeing classes
Work in an environment of trust, on-going development, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.
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.

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.