Search JobsJob DescriptionTechnical Manager – SP COEWhat's in it for you?VMware brings together a phenomenal group of people. This includes a world-class development organization with unparalleled expertise in the system software space. The entire VMware team has crafted a rare business environment - one of energy, creativity, and collaboration. The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial start-up.Job Description As a Technical Manager – SP COE you will have the responsibility for managing a highly skilled team in support of some of VMware’s most strategic customers and platforms. You will work closely with the Senior Management, Engineering, Sales, Global Support, Professional Services and Product Marketing teams to ensure that VMware is delivering overall superior solutions and technical support. The candidate will be able to hire, motivate, develop, and retain quality Engineers who are capable of continuing and improving VMware's success in the Telco product space.We believe in building a highly collaborative team that thrives on resolving complex issues. Our team vision is that everyone has something to contribute and we can all always learn something new. From the first day, you can expect to be included in multiple opportunities to share your experience and knowledge of both technology and customer management.ResponsibilitiesProvide superior technical support and service to the VMware Telco customer baseInterface with the field, sales and service organizations and directly with the customer base on critical escalationsLead customer zero lab scenariosOversee feedback between the team and Sales, support, professional services and product teamsManage and develop the teams, including hiring, professional development, and proactive project workDesign, develop, and implement processes, systems, and technology to support and improve the technical support function.Develop and implement practices that measure the effectiveness and performance of the teamLead and/or being involved in Global Strategic InitiativesWork with VMware's engineering team to implement formal feedback mechanisms.Requirements10 to 15 years of Experience in the software industry with a minimum of 3 years in technical support management, including people management preferred.Background in the development and management of remote support groups, international support groups, and 24x7 support operationsExpertise in developing metrics to measure the effectiveness of technical support within the organization.Experience in Telecommunications technology, both RAN and CoreFamiliarity with TCP and TCI stack along with application layerFamiliarity with the operations model and LCM of TelcosGood communications and interpersonal skillsTrack record of accomplishment and effectiveness within organizationsFamiliarity with CRM or incident tracking and management systems such as SF, Jira, CSSD and AhaWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Where is this role located?This role is based out of VMware’s Bangalore, India office and open to candidates in the surrounding area. You will be expected to live within a reasonable non-daily commute of the office. What are the benefits and perks of working at VMware? (Write your own or add the prepared statement below)You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.Medical Coverage, Retirement, and Parental Leave Plans for All Family TypesGenerous Time Off Programs40 hours of paid time to volunteer in your communityRethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilitiesFinancial contributions to your ongoing development (conference participation, trainings, course work, etc.)Wellness reimbursement and online fitness and wellbeing classesVMware 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. Search Jobs
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