Escalation Manager

Escalations Management - Global Support Role : Escalation Manager Job Description The Elevator Pitch: Why will you enjoy this new opportunity?  Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Global Technical Support role for you. You will have the opportunity to work on the latest, top of the line technology suite and world-class support, escalation processes becoming an expert in the industry. 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.    In this role, you will be joining VMware’s Escalations Management team supporting our Global Support customers.  VMware Escalation Management team drives a reactive and proactive product/service escalation experience to ensure customer satisfaction and to assist in meeting field & sales team objectives on internal escalations received when a crucial deal is in progress or deadlines must be met. You will be acting as VMware’s ambassador to the customer and as the customer's advocate within VMware to engage and help drive escalated issues by coordinating the correct resources both internally and externally. The team works almost without boundaries with direct line of engagement with senior leadership across Engineering & Sales to resolve business and technical issues on all products and services. Not all VMware GS teams get an opportunity to work with such a diverse product portfolio. Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?  Starting out as an Escalation Manager, you will be learning various GS Support, Escalation processes and VMware technologies to be able to accurately assess the impact of escalations received, identify internal/external stakeholders, leverage internal resources/processes to triage and drive escalations towards resolution First steps on in this role will be to upskill on Global support processes and products, to understand how the technology works, and how our customers use it In parallel, you learn about organizational structure of GS, Field and Engineering teams to be able to leverage them when necessary. You will be trained on tools and analytics You will be assigned to a mentor to provide you with scenario based as well as on-the-job escalations management training to ensure you are set for success in this role Throughout this time, and your career at VMware, you will be able to develop through training, learning tools, research time and training days.  The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?  As an Escalation Manager, you will be responsible for driving highly escalated, political and complex technical product related escalations to closure by partnering with various engineering, field and leadership stakeholders. Key strengths for this role would be self-motivated, keen to learn, strong passion for customer service; impact assessment, negotiation, stakeholder management skills, strong verbal and written communication skills, someone who embraces challenges. To be successful in this role, you will:  Bring thought leadership around overall customer success and be self-driven to lead with minimal supervision. Focused effort into optimal use of resources. Act as the primary interface for local escalation management with regards to customer escalations. Prioritize & drive escalations with Engineering Business Units to ensure visibility, traction and ultimate closure. Ensure the customers voice is heard throughout the escalation process. Set correct expectations and drive relief and resolution through effective communication. Monitor customer Problem Reports (PRs) /JIRA tickets and work with the Global Escalations team and engineering to ensure appropriate resources have been allocated and the SRs/PRs/JIRAs are being actively handled in an appropriate manner. Take an active role on escalated critical customer issues as may be required and provide regular regional status updates for all escalated Service Requests. Identify, analyse, trend, document escalation trends & collaborate with the Product Support Engineering organization on product defects and trends. Collaborate with the infrastructure functions required in escalations management. Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams thus contributing to PIPA process effectively. Create and maintain lines of communication with field teams (SE, Sales, and TAMs). Travel to customer sites and VMware offices as required. Flexible to work in Weekend and NASA(EST/PST) shifts What is the leadership like for this role? What is the structure and culture of the team like? The Hiring Manager for this role is Vinay A, Manager – Escalations Management, Global Support VMware. His expertise has been built from the frontlines with roles in technical support operations, program management and has been part of the VMware family for 5+ years. Vinay’s management philosophy is about encouraging everyone on the team to be independent thinkers, technology focused, out-of-the-box thinkers with keen observation and communication skills to handle complex political and technical escalations. The Escalations Management is a 24X7 team consisting of Customer Engagement Managers focusing on service escalations and Escalation Managers who focus on product & executive escalations. We have global colleagues in Bangalore, Ireland, Broomfield, and Atlanta. Where is this role located? Flexible: The location of this role is flexible within India. Work will be done from an office some days during a week and other days from a non-VMware building. 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. Explore the VMware Benefits page for additional details. Please note, benefits change by country, please select your country from the drop-down menu at the top right corner. www.benefits.vmware.com Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2023-01-06 VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com. Equal Employment Opportunity Statement: 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.