Queue Manager

Search JobsJob DescriptionWhy will you enjoy this new opportunity? Are you're looking to be a leader in a dynamic and growing environment? If so, this role is for you.In this role, you will be responsible for working closely with other support engineers, sales engineers, and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about VMWare SD-WAN products. You will use your expert knowledge of networking protocols and networking products to establish root cause of customer issues. Customers may range from large enterprises to multinational telco service providers.Sometimes this may involve raising the issue internally and keeping open communication with partners about the progress. You will engage customers via email and phone and provide timely and accurate information. One key objective would be to provide immediate solution/workaround and guide customers until the issue can be resolved.As you join VMware, you will help grow a company that makes meaningful and significant technology solutions and is committed to being a "force for good" in technology. Our mission is to become the trusted foundation for accelerating innovationin an unpredictable world. VMware software is essential for making the applications and devices your family and friends use every day a reality. Which means your work is essential for transforming everywhere.Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?As a Queue Manager in VMWare SD-WAN, you will take your people and process managing experience and blend it with VMware SD-WAN support team to help team andcustomers. You will have in depth technical support process expertise that will put you into position to support and assist our team.When you join the team, the process begins with your success in mind.  Your experienceand training are meant to enhance your current knowledge. Your primary focus would be in completing the extensive VMware SD-WAN onboarding.Once onboarding is successfully completed, you will have the opportunity to work with tenured engineers to expand your people and management skillset to resolve our operational challenges. As your Queue Manager skill set grows, you will work on additional projects and progress your skillset.VMware knows the world is always moving forward. We move with it. We strive to not only make you an expert but keep you there. Continuous training, career development, and a focus on providing superior customer support makes sure you are always growingand ready to exceed the customers' expectations for support delivery.The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?As a Queue Manager, you will be responsible for supporting the team and operation. Key strengths for this role would be motivation, keen to learn, strong customer service and problem-solving skills, someone who embraces challenges.To be successful in this role, you will:Be responsible for monitoring the queue(s) to assign inbound volume to engineers and be able to work under pressure and effectively communicate with engineers and leadership team.Daily work assignments will come from customers who open via a web portal or phone support.Check, validate, and track assignment of workloads. Reassign to appropriate queue: SME, region-wise, etc. Assign incoming workload to appropriate engineer, Monitor the incoming queues regularly. Be responsible for generating a daily report on the status of backlog.Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned SR’s. Notify the Managers before cases may fail the SLA. Ensure that SR’s potentially about to violate established SLAs are identified and corrected.Coordinate with other lines of service before transferring or accepting workload.Look at available engineers on a 15-minute interval basis to ensure appropriate load balancing on inbound volume. If enough resources are not available, the Manager will be notified. Monitor and report the condition of backlogs as identified by management for cases which could fail service level agreements (SLA).Maintain knowledge of applicable service level agreements.Monitor and report to management long term trends of queues for SLA compliance.Provide advice on potential process improvement for the general workload and process management.Manage SR transfers regional and global centersThe skills and abilities needed to be successful:Experience in working in Salesforce or similar CRM tools. (3+ Years desired)Ability to apply office management practices and administrative support processesAbility to work under pressure and tight deadlinesAbility to work independently and within a team environmentOutstanding communication and interpersonal skills requiredEffective communication skills - both written and oralExperience about networking technology along with CCNA or similar level of certification will be an added advantage.Ability to multi-taskIn addition to the above, excellent presentation and communications skills combined with the passion to work in a team environment are key attributes for this role.What is the leadership like for this role? What is the structure and culture of the team like?You will be joining the VMWare SDWAN/SASE Support team which is spread globally spread. The team consists of highly competent engineers. The team culture is one based on building trust, on-going development through coaching, and giving back to thecommunity through service learning. We trust each other to get the job done right, which allows for a balance of work and life.Where is this role located?The location of this role is flexible near Chennai. Work will be done from an office some days during a week. Shift Timings - 5:30AM to 2:30 PM &Shift Allowances will be given.What are the benefits and perks of working at VMware?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 TypesGenerous Time Off Programs40 hours of paid time to volunteer in your communityRethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilitiesFinancial 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