Manager, Technical Support

Job Description

A self- service interface allows users to create custom combinations of these services in isolated software- based virtual networks that support existing applications without modification or deliver unique requirements for new application workloads. Similar to virtual machines in compute, virtual networks are programmatically provisioned and managed independent of networking hardware. Decoupling from hardware introduces agility, speed and operational efficiency that has transformed data center economics. Why work for our Division

The VMware Global Support Services (GSS) team supports over 250, 000 companies running VMware in over 100 different countries. GSS provides time- zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the best of the best supporting business- critical applications in a virtual infrastructure.

As Manager 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.

Responsibilities - * 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 * 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 VMwares engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions

Requirements - * 10+ years of relevant experience in the software industry with a minimum of 3 years in technical support management, including people management * Background in the development and management of support groups (inclu remote team), and 24x7 support operations

* Has a track record of building and managing specialized technical support teams * Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization * Experience in both small and large companies is highly desirable * Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable * Good communications and interpersonal skills * Track record of accomplishment and effectiveness within organizations * Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc

* BS/BA degree or equivalent technical experience, MBA a significant plus

Keyskills :
data centersupport groups cloud computingsupport services virtual machineslarge enterprise virtual networkstechnical support