Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. As Manager of the EUC support organization, you will have the responsibility to manage and lead a highly-skilled technical support team driving the adoption of our Horizon 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. 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.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
As a Technical Support Manager in the Compute domain, you will have the opportunity to work with the existing senior management team in the design and implementation of the strategy, operational models, and tactics of our leading-edge technical support organization.
The position demands excellent communication and relationship skills with staff, customers, partners, and 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.
The first steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and the workings of our support operations.
Once achieved, you will support building relationships with staff, customers, partners, and stakeholders at all levels including engineering, sales, and product marketing teams.
When you have a good grasp of the processes, people, and product, you are responsible for several ongoing programs/projects and initiatives within the greater organization. An ability to innovate, adapt and execute in a dynamic environment with clear front-line leadership skills will 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 Support Manager in the Compute team, you will work closely with our Senior Support Leadership team including other Managers/Sr. Managers of Technical Support, Directors of Technical Support, 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:
Be accountable for all aspects of VMware’s engagement with our customers and key internal stakeholders, primarily focused on the vSphere/VCF product portfolio in the Compute space.
Develop successful and sustainable long-term business relationships with customers and actively manage level relationships with clients and senior executives.
General management and motivation of several of VMware’s existing technical support teams, including hiring, management, and professional development of support engineering staff.
Provide strategic and operational direction and input into the creation and management of our support model including thru our partnerships with 3rd party suppliers.
Innovate, Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony.
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.
What is the leadership like for this role? What is the structure and culture of the team like?
The hiring manager for this role is George Pereppadan, Senior Manager, Global Support. His expertise has been built from the frontlines with roles in consumer and enterprise technical support and program/project management and most recently in the management of the vSphere teams for the Americas region.
George’s management philosophy is about encouraging everyone on the team to be independent thinkers and empowering them to make their own decisions within the framework of VMware work guidelines. George looks for people who can come up with out-of-the-box solutions for existing problems and then execute the solution within a reasonable time frame
The core team is made up of almost 300 TSEs at any given point working in multiple shifts and covering support for ANZ/APJ/EMEA/NASA regions
Where is this role located?
Fixed: this role is based out of VMware’s Bangalore office and open to candidates in the surrounding area
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. Explore the VMware Benefits page for additional details. Please note, that benefits change by country, please select your country from the drop-down menu in the top right corner. www.benefits.vmware.com
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-06-06
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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