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 working closely with other Crisis & Prevention managers, support engineers, sales engineers, and customers to manage high level Crisis and Prevention activities related to VMWare SD-WAN products.You will use your expert knowledge of Crisis/Major Incident Management to capture key learnings from each crisis to improve our product and processes. Customers may range from large enterprises to multinational telco service providers and your contributions will be highly noticed by all involved parties.Our team of Crisis & Prevention managers orchestrate all internal teams to drive resolution.Sometimes you will need to remove any critical roadblock to achieve recovery, you will experience communications with senior leaders of the organization and senior leadership from our customers.Communications at all executive levels will be driven by you when required making this an existing journey. You will be also focusing on preventing crisis escalations from happening by taking a set of proactive measurements daily directly contributing to our organizational goals.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 innovation in 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 Crisis & Prevention Manager in VMWare SD-WAN, you will take your vast knowledge of customer, incident, and crisis management with VMware SD-WAN to help our most elite customers recover from crisis situations and prevent them from happening. When you join the team, the process begins with your success in mind. Your experience and training are meant to enhance your current knowledge and align it with our product needs. Your primary focus would be in understanding our VMware SD-WAN product and technology ecosystem.Once onboarding is successfully completed, you will collaborate with your peers to support crisis and prevention activities. You will have the opportunity to work with highly experienced Crisis & Prevention managers to expand your skills.As your Crisis & Prevention skills align to our function and mature, you will work on additional special projects and continuous improvement initiatives to continuously achieve excellence in our service.Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days. As you expand your skill set your opportunities will expand at VMware.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 growing and 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 Crisis & Prevention manager you will be responsible for all crisis recovery activities, creating and executing action plans while maintaining active communications with all internal and external relevant parties. Also, you will deeply focus on how we can prevent crisis every day.To be successful in this role, you will:Work closely with engineering, support engineers, sales and other teams during crisis escalations and drive teams to achieve road to green criteria for each crisis and/or prevention initiative you drive.Understand and drive customer temperature and expectation settings towards recovery activities and prevention initiatives that take place on a 24x7 follow the sun model.Holding internal teams accountable for key deliverables that need to be achieved for success.Proactively escalate internally as needed based on crisis progress and customer temperature advocating actively for our crisis recovery and success.Deliver executive reports and communications, update our database for Crisis and prevention items and track all related activities.Process ownership: Execute established crisis and prevention management process end to end.The skills and abilities needed to be successful:Overall experience with 5 to 9 yrs working in any related area such as: Crisis Manager, Service Delivery, Major Incident management, Recovery Manager (5+ years desired)ITIL knowledge (certification desired)Prior experience managing communications a executive level. (3+ years desired)Expertise in problem solving methodologies.Proven track record of: Leadership, ownership, and accountability.In addition to the above, excellent presentation 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 Global Crisis & prevention team under our support organization which is spread globally spread. The team consists of highly competent Crisis & Prevention Managers. The team culture is one based on building trust, on-going development through coaching, and giving back to the community 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 Chennai, India. Work will be done from an office some days during a week and otherwise from a non-VMware building anywhere within a two-hour commute of the VMware office in Chennai, India.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 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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