Storage Domain Technical Support Manager

Job Description

Search JobsThe Elevator Pitch: Why will you enjoy this new opportunity?Are you passionate about managing high performing teams, learning new technology and solving complex problems for key customers? VMware has a Technical Support role for you. As Manager in the Storage Domain, you will have the responsibility to manage and lead a highly skilled technical support team driving exceptional support experience for our customers for the Storage Domain products of vSphere Storage, Site Reliability Manager and industry leading Hyper Converged Storage vSAN. Your team will be responsible for the success of VMware?s most strategic customers and partners and this responsibility requires the development of strong and lasting working relationships.Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment. You will be in the forefront of the work from anywhere transformation helping our customers shift their workforce to remote and hybrid, which has only been accelerated by the worldwide pandemic.Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?As a Technical Support Manager of the Storage Domain, you will have the opportunity to work with the existing management and senior management team in the design and implementation of the mission, strategy, and tactics of our leading-edge technical support organization.The position demands excellent communication and relationships skills with staff, customers, Partners and stakeholders at all levels including engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our customers. You will also be responsible for several ongoing programs/projects and initiatives within the greater organization. A large component of the position will require a focus on making VMware a great place to work.

• First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and the workings of our support operations.
• Once achieved, you will build relationships with staff, customers, Partners, and stakeholders at all levels including engineering, sales, and product marketing teams.
• When you have a good grasp of the processes, people, and product, you be responsible for several ongoing programs/projects and initiatives within the greater organization. An ability to innovate, adapt and execute in a dynamic environment with clear management and leadership skills will be key to your success in this role.

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 Technical Support Manager in the Storage Domain, you will work with our Executive Support Leadership team including Sr. Managers of Technical Support, Director of Technical Support, and the Senior VP of Global Support, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our Storage Domain customers.In this role you will:

• Accountable for all aspects of VMware?s engagement with our customers and key internal stakeholders, primarily focused on the Storage Domain products of vSAN, vSphere Storage and SRM.Responsiblefor ensuring team success in delivering results for our key operational metrics? such as CSAT and support request average time to resolution.
• General management and motivation of a team of technical support engineers, including hiring, management, and professional development of support engineeringstaff.Building clear individual development plans and ensuring team members are set up for success to achieve them.
• As part of management team with a ?OneTeam? ethos, innovate, design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management anddaily operational tasks effectiveness.
• Work with VMware?s internal Global Support teams, sales teams and key stakeholders to ensure full collaboration to drive excellent customer experience.
• Work with VMware?s engineering team and other cross functional teams to implement formal feedback mechanisms for incidents, causes, and resolutions where required.

Work in an environment of trust, on-going development, where you are empowered to develop and achieve success, surrounded, and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.Flexible: The location of this role is flexible within Egypt#GlobalSupportVMware 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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