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Job Description
Does Multi-Cloud interest you? Do you want to be part of a business that is one of the largest contributors to VMware’s Subscription and SaaS revenue?
Located at VMware offices in Bangalore, India, this person will work collaboratively with VMware product, support and IT organizations as well as 3rd parties to drive results. Specifically, the Technical Support Owner for Business Operations will own resolution of partner support issues including triaging, problem re-creation and resolution. In addition, the person will support the roll-out of new services.
Own the day to day activity of supporting VMware Commerce Portal (a SaaS platform) including case management, triaging and closure
Work closely with PM, Support, Aggregator, Sales, Eng. and external VMware channel partners as part of a support model
Collaborate with internal and external teams as needed in E2E testing activities as part of New Service / Product Introduction (NSI/NPI)
Influence Commerce Portal roadmap, including features needed to improve operational efficiency
Responsible for administrative activities such as SKU set up and partner master data management
Represent the team in cross functional support calls and drive to closure various cross-functional production issues
Own the repeatable processes required for SOX compliance
Provide service support by participating in regular on-call shifts responding to service issues
Develop and maintain clear and effective operations tools such as automated responses and playbooks
Requirements
BS in Computer Science or related technical field, or equivalent industry experience
Solid functional knowledge of commerce concepts of SaaS offerings including Contract Life Cycle Management and monthly billing
Prior exposure to ERP constructs such as EBS OM, AR, AP, GL, etc. desirable
Hands on knowledge of RDBMS concepts and querying skills (exposure to MYSQL preferred but not a must)
Expertise in managing/debugging and operating a REST API bed (interface)
Strong communication and interpersonal skills
Basic understanding of AWS and S3 needed to help with triage and provide support
Past experience of having supported SaaS applications in a follow the sun model at a global scale
Experience with Change Management processes and functions
Most importantly – Have a cool head!! This is a high-pressure role with demanding stakeholders and aggressive timelines. The only way to be effective is to keep a calm head, and execute on deliverables
Value prop of the role (why should a candidate select this role over others)
First-hand exposure to the infrastructure and operational processes powering a $600M+ cloud subscription business growing rapidly
Hands-on experience in solving complex operational challenges required to scale a business of this size
Experience working with internal stakeholders and customers across the globe
Opportunity to grow within the team as business grows, both functionally and professionally
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-02-08
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