Senior Technical Incident and Problem Manager

Search JobsJob DescriptionThe Elevator Pitch: Why will you enjoy this new opportunity?This Technical Incident and Problem Manager role provides a differentiating opportunity to expand your career while making a positive impact to the organization. You're looking for an opportunity to work for a highly respected company whose services and products are consumed by a significant number of global companies. An opportunity for a company with a large IT infrastructure and cloud presence to challenge your skills. You want to be a part of a collaborative environment whose teams care about the services we furnish and value we provide our customers.We need someone who can collaborate with team members, service owners, and engineering teams to coordinate technical activity related to critical incidents with a focus on restoration of service. When incidents occur, you'll ensure they're managed utilizing best practice Incident Management techniques to restore services within service-level-agreements.Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? The primary focus of this role is to coordinate service restoration for any major incident impacting our services in the most efficient and expedited fashion. After resolution of a major incident the focus changes to problem management, driving corrective actions, lessons learned, and root cause.You'll utilize your vast background experience (technical and process) to provide support, as necessary, to VMware Command Center (vCC) Incident Managers engaged in major incidents.Utilize your experience in software development to assist the team in implementing automation, integration and standardization of IM/PM processes.You'll assess and ensure all appropriate groups are working to restore service during a major incident. Achieving this with effective communication across multiple teams, as well with management, as necessary, the existence and status of outages / impacts.Provide leadership, guidance, recommendations, and support for continuous improvement within the incident and problem management organization.Develop and interact with a variety of stakeholders throughout the organization such as IT, Engineering, HR, and Facilities to understand customer contacts, workflow, and make recommendations to improve the incident and problem management processes.The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? VMware Command Center operates on a 24x7 model. Shift work is on a roster biases with a typical on-call shift (4/8 hours) taking place during normal business hours for the region.Provide on-call support, as necessary, in support of VMware Command Center Incident Managers that are engaged in major incidentsQuickly assessing the severity of an outage in regard to business impact and technical complexityFacilitate the resolution by effective communication across multiple teams (use conference bridges, group chats)Accurately record all diagnostics, communications, and resolutions within Service Management toolsetsDiagnose technical support issues through research, testing, and problem solvingRetain ownership of all major incidents through to completion irrespective of the assignment groupEnsure Knowledgebase (KB) articles are kept current & contribute new KB articles based on known problems and their resolutionsManage all Incidents and ensure focus on minimal disruption to servicesLiaise with the Business and Application owner during major incidents impacting particular business unitsBe the focal point while leading a Major incident up to & including interacting with Sr. IT Leadership as needed to help expedite incident resolutionUse your technical experience and background to provide direction and coordination to the resolver groups involvedProvide support and participate in the CAB and change control processProvide appropriate inputs to the Problem management process, RCA preparationDevelop an understanding of the organizational structure and infrastructure environmentHandle conflict situations and make quick decision while driving incidentsManage and drive third parties to the quick resolution of incidentsWhat is the leadership like for this role? What is the structure and culture of the team like?This position reports to the Manager of VMware Command Center (aka “vCC Livesite), who supports NASA and EMEA regions. The team consists of highly competent incident and problem managers utilizing a follow the sun model covering NASA, EMEA, and APAC.  We focus on continuous development in both the personal space as well as technical development related to the environments we support.You'll join an established team with a wide range of technical expertise in addition to their incident and problem management skills. The expectation is that you will provide leadership, guidance, recommendations and support for continuous improvement within the incident and problem management organization. This is a great opportunity for someone who likes technology and strives to ensure customer satisfaction.Where is this role located? The work can be done from anywhere within Bulgaria.VMware 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