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Technical Support Manager

10.00 to 14.00 Years   Bangalore   16 Apr, 2020
VMware India
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other SoftwareSales / BD
EmploymentTypeFull-time

Job Description

Essential Functions

  • Provide superior technical support and service to the AirWatch 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 VMware s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
  • Flexible to work in 24/7 support environment including weekends

Minimum eligibility criteria

  • 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

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Keyskills :
technical supporttroubleshooting salescoaching hiringsupport groups large enterprisepeople management

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