Support Specialist SME Lead

Job Description

Job DescriptionYour next adventure at VMware is only a click away!At VMware, we are committed to helping our people grow professionally. Our talented employees exemplify our shared values and continue to drive our company to new heights.If you see a position that might be right for you, we encourage you to apply and continue to be a part of our EPIC2 community.Job DescriptionSME lead- SSTThe Elevator Pitch: Why will you enjoy this new opportunity Are you passionate about learning and working with new VMware cloud technology and expanding your current technical expertise all while solving complex problems for key customers Are you a natural collaborator that craves working with enthusiastic, creative, customer focused teams that support the worlds leading edge software products spanning every imaginable industry across the entire globe Our Global Support organization supports over 250,000 companies in 100+ differWorkspace ONE is the global leader and innovator in enterprise-grade Mobile Security, Mobile Device Management, Mobile Application Management, Mobile Email Management, and Mobile Content Management solutions designed to simplify mobility.Workspace ONE empowers organizations across a wide variety of industries to deploy, secure, track and manage all their mobile assets with advanced analytics and reporting. With Workspace ONE, corporate IT departments can streamline and automate the management and support of mobile devices; reduce the cost and effort of device deployments; and increase IT efficiencies and response times. As the largest mobile device management provider, Workspace ONE offers the most comprehensive mobility management solution and delivers an integrated, real-time view of an entire fleet of corporate and employee-owned Apple iOS, Android, BlackBerry, Symbian and Windows devices.Workspace ONE Video LibraryAs SME Lead, you will have the responsibility to support Workspace ONE (previously Airwatch) customers. You will work closely work with our Global Support Services teams, 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 The key to this position is collaboration with other teams while leveraging technical experience, communication, hands-on trouble-shooting and leading others in best practices and execution.From Day 1, you should be able to provide best practices and support for customers who have deployed Workspace ONEWithin the first 30 Days, you will work closely with existing SST senior members to become more familiar with Processes and Expectations while also shadowing calls with customers to better understand the role and position.Following, the next 6090-day timeframe, you will collaborate with other cross functional teams such as Engineering/SaasOps/Net Ops/Deployments and Professional Services.During this time, you will also help drive resolution through end-to-end ownership of critical customer issuesStrong technical skills, troubleshooting, communication, and collaboration will all be Key attributes to continued success with these teamsPast the 90-day mark, you will create and maintain documentation to support internal and external customers with self-help materialsYou will also take lead on any issues that you can pro-actively take ownership to work with Engineering and be our customers internal advocateThe Work: What type of work will you be doing What assignments, requirements, or skills will you be performing on a regular basis Mentor and take a lead on enhancing teams technical acumen on various SMEs such as VMware Access and Identity, Networking, SaaS infrastructure, MDM, MAM, MEM & MCM, Mobile OSs such as Android, Windows, Apple/MacOSIdentify training opportunities based on major drivers related to WS1 UEM.Attend Daily Stand-Up calls (remotely) to collaborate on the days activities, discuss priorities, determine which teams may need to be involved to drive resolution; and basic announcements that are pertinent to the teamAssist the mentors and floor walk in aiding with Troubleshoot, research, and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role.Proactively identify projects and process gaps, formulise relevant solutions for the team to enhance their skillset.General management and motivation of existing teams in SST, including hiring, reporting on team KPIs, along with maintaining the shift roster.Perform survey analysis, open case reviews and quality audits. Knowledge on reporting tools such as GSL (GS Lightning), Sap Bi and extensive knowledge on MS Office.Address escalation in a timely manner according to Standard Operating Procedures. Analyse root cause for the escalation and share relevant feedback with the members.Leading internal discussions to provide guidance and a path forward to front line agentsHelping collaborate on Slack/Teams Channels to analyse customer issues and technical guidance for resolutionWorking closely with Engineering to understand Blockers and Root Causes of the issue at hand. R&D may include Next Steps, join customer calls, provide Beta Applications, Patches, Product Releases, or general help to resolve customer issues.This requisition is specific to Mobile Content Management (MCM), MDM, Android, or Windows within SST.If you have 3-5 experience in MCM, MDM, Android, or the Windows Platform (within Workspace ONE) and are interested in this position, please apply to find out more.,

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