Escalation Manager - Technical Support - Opportunity for Working Remotely

The Elevator Pitch: Why will you enjoy this new opportunity? Are you passionate about learning innovative technology and solving complex problems for VMware's Top 100 Global Customers? Are you comfortable stepping into difficult and complex situations involving multiple key stakeholders and setting the path to resolution? If so, VMware has an Escalation Management role for you. You will be working on the latest and top-of-the-line technology suite, becoming an expert in the industry all while serving as a crucial member of our Global Support Team!   Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? As a Escalation Manager you will become laser focused on helping our customers by creating environments that foster collaboration and precise execution in crisis situations. You will act as VMware’s ambassador to the customer and as the customer’s advocate within VMware.  Learn VMware Global Support processes and procedures to begin managing moderate customer escalations. Begin to learn and familiarize yourself with VMware Product offerings. Set individualized goals aligned with the larger VMware Escalation Management strategy. Demonstrate your ability to take control of escalations by establishing open communication and leveraging your resources both internally and externally. Actively participate and drive incremental improvements to our Escalation Management Runbooks through process creation, tool building and participating in post-escalation reviews Ensure internal readiness at all times by first attending, participating and then eventually lead training sessions, simulations and drills. Work toward obtaining VMware VCTA certification 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 managing complex customer incidents by providing executive updates to external and internal audiences, enabling collaboration across VMware resources, and bringing critical situations to a resolution. The Escalation Manager must excel at situational appraisal, problem analysis, troubleshooting methodologies and have the ability to influence quick resolutions. The Escalation Manager role is an individual contributor and does not manage any direct or indirect reports.  To be successful in this role, you will: Provide clear and concise communication that inspires confidence to internal and external stakeholders. Ensure that everyone involved understands the issue, the action plan, and the path to remediation/resolution. Ensure that each participant understands their role in resolving escalations and remains dedicated to the resolution. Set clear resolution objectives (exit criteria) and timings. Drive the technical root cause analysis process by crafting the correct technical teams and driving the technical remediation plan. Build relationships across VMware to enable effective collaboration to resolve complex situations involving one or many VMware products and services. Look ahead to proactively prevent other customers from hitting similar situations by implementing process improvements, creating knowledge, or building tools. Work in an environment of trust, ongoing development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a highly skilled peers and a leadership team involved in and committed to your success.  The Skills, Abilities, and Experience that will help you in this role: Escalation experience in a similar role/company. The ability to make informed, difficult, yet decisive decisions. Experience and knowledge of Escalation Management frameworks such as ITIL. Experience with Root Cause and Corrective Action analysis. Experience and the ability to demonstrate strong negotiation, mediation, and conflict management skills Experience working with multiple levels of stakeholders both internally and externally. 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 the Director of Escalation Management with a supporting team of Senior Managers and Supervisors! The role fits into an organization that encourages self-determination and creativity in problem solving, and is built on a strong foundation of empathy, trust, and transparency. The leadership team is devoid of hierarchical barriers, and banks on collaborative, team-driven decisions. Is this an On-Site, Remote, or a Hybrid role? This role is considered fully remote to eligible candidates located within Costa Rica. Please note that we do have our amazing Costa Rican offices located in the Heredia, America Free Zone which offers parking, cafeteria, fitness center, game room and more. 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 Costa Rican Benefits page for additional details. Benefits include Private Insurance, Generous PTO including Vacation, Sick Time, Personal Time, Paid Parental Leave, Wellbeing Allowances and so much more! https://benefits.vmware.com/cr/
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GlobalSupport
REMOTE Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2023-01-12 Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. 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. What’s in it for you? The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver 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.