VMware Looking for Technical Support Manager (VMC on AWS) Bangalore, Karnataka at Bengaluru, Karnataka Full Time

Technical Support Manager – VMCS

Global Support

Job Description

The Elevator Pitch: Why will you enjoy this new opportunity?

Are you passionate about managing a team which is working on new technology and solving complex problems for key customers? VMware has a Technical Support Manager role for you. You will be managing the industries best and smart engineers.

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.

In this role, you will be managing the VMware’s cloud computing team supporting the AWS customers. VMware Cloud Services drives a proactive service experience to ensure adoption, growth, and consumption. As such, this is a critical role in accelerating VMware’s growth in its SaaS business by enabling customers to rapidly and successfully adopt our advanced products and technology and realize business value. As Manager of Technical Support, you will have the responsibility to manage a highly skilled technical support team in our Global Support (GS) 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.

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 VMC on AWS team, you will be managing the VMware virtualization technologies engineers who will help our customers troubleshoot, understand, and overcome challenges in their operations.

Provide superior technical support and service to the VMware customer base

Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution

Manage and develop the support teams, including hiring, professional development and proactive project work, coaching, training, performance management, career paths, technical and escalation guidance, including collaboration with an escalation management team.

Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management

Develop and implement practices that measure the effectiveness and performance of the Technical Support Function

Lead and/or being involved in Global Strategic Initiatives

Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions

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 VMCS team, you will be responsible for the overall KPI’s of the engineers. Key strengths for this role would be to motivate engineers to deliver strong technical problem-solving skills.

Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization

Background in the development and management of remote support groups, international support groups, and 24×7 support operations

Success in leadership or managerial role, where accountability for success is proven

Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable

Excellent communications and interpersonal skills

Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc

SaaS/hyperscalers background will be an added advantage

The role is for 24/7 support and shifts will be spread across the 24 clock and weekends included. Candidate should be comfortable to work across the shifts and weekends

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 Vincent Smith, Director – VMCS. Vincent’s management philosophy is about encouraging everyone on the team to be independent thinkers and not feel like he is looking over their shoulder. Vincent looks for people who can think out-of-the-box and then execute on a good idea.

Innovation = Creativity and Execution.

The Core team (VMC on AWS) is made up of Engineers who work in the EST/PST hours supporting the North American customers. The team are divided into multiple shifts starting from APJ to PST supporting round the clock to our NA customers. We have global colleagues in Bangalore, Ireland, Broomfield, and Atlanta.

Where is this role located?

Flexible: The location of this role is flexible within India. 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. Explore the VMware Benefits page for additional details. Please note, benefits change by country, please select your country from the drop-down menu at 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: 2022-10-21

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.