Technical Support Manager -Infrastructure

Posting Title Technical Support Manager -Infrastructure About Us VMware is the leader in virtualization and cloud infrastructure solutions that enable our more than 400,000 enterprise and SMB customers to thrive in the Cloud Era by simplifying, automating and transforming the way they build, deliver and consume IT. As a team, our employees thrive on forward momentum. We are an engine of opportunity fueled by the transformative products and solutions we bring to market, the passion and trust we inspire in our customers, and our collaborative drive to imagine, define and deliver the future of IT through cloud computing. With 13,000+ employees and 50+ locations worldwide, we are a passionate, innovative and driven group of people inspired by the opportunity to actively learn and contribute something back to the broader community. Connect with us at www.vmware.com/careers. Why work for our Division The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the best of the best supporting business-critical applications in a virtual infrastructure. Job Description Manager, Technical Support - Infrastructure
About Us VMware (NYSE: VMW), the global leader in cloud infrastructure, delivers customer-proven virtualization solutions that significantly reduce IT complexity. VMware accelerates an organization's transition to cloud computing, while preserving existing IT investments and enabling more efficient, agile service delivery without compromising control. With annual 2010 revenues of $2.9 billion, more than 250,000 customers and 25,000 partners, VMware helps organizations of all sizes lower costs, preserve freedom of choice and energize business through IT while saving energy-financial, human and the Earth's. Our award-winning technology, market-leading position and culture of excellence provide our 9,000+ employees in 40+ locations worldwide with a platform for professional growth and the excitement of being an early-stage innovator.
Division GSS
Why work for our Division the VMware Global Support Services (GSS) team supports over 250,000 companies running VMware Servers in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the best of the best supporting business-critical applications in a virtual infrastructure.
Group Technical Support Engineer
Why work with our group Managers of Technical Support are responsible for managing highly skilled technical support teams. They work closely with our Technical Support Management team, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
Title Manager, Technical Support - Infrastructure
Job Description as Manager of Technical Support, you will have the responsibility to manage a highly skilled technical support team in our organization. You will work closely with our Technical Support Management team including the Sr. Managers of Technical Support, Director of Technical Support, Eastern US/Canada and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
Responsibilities
- Provide superior technical support and service to the 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
Requirements:
- 8 years of 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 remote support groups, international support
groups, and 24x7 support operations
- Extensive expertise in developing metrics to measure the effectiveness of technical support
within the organization
- BS/BA degree or equivalent technical experience, MBA a significant plus
- 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 Location Broomfield, CO, US
Requisition Number 41347BR