Senior Solution Lead - VCF

Your next adventure at VMware is only a click away! At VMware, we are committed to helping our people grow professionally. Our talented employees exemplify our shared values and continue to drive our company to new heights. If you see a position that might be right for you, we encourage you to apply and continue to be a part of our EPIC2 community. Job Description VMware is a global leader in cloud infrastructure and business mobility. Built on VMware’s industry-leading virtualization technology, our solutions deliver a brave new model of IT that is fluid, instant, and more secure. Customers can innovate faster by rapidly developing, automatically delivering, and more safely consuming any application. VMware has more than 500,000 customers and 75,000 partners. The company is headquartered in Silicon Valley with offices throughout the world and can be found online at www.vmware.com. At its best, VMware is a place, where we are valued for the complete people, we are, where extraordinary progress is achieved for ourselves, our teams, our company, our customers, and our communities – and where even more progress is desired and expected. VMware is a powerful platform for all of who we are – individual, colleague, pioneer, citizen – a place where empowerment, accountability, and responsibility become the traits of ownership, and where each of us can own our future and achieve success through our actions, on our terms. With 20,000+ employees and 50+ locations worldwide, we are a passionate, innovative, and driven group inspired to make a difference in the industry and our communities. Why work for our Division/Group The VMware Global Support (GS) team supports over 250,000 companies running VMware in over 100 different countries. GS provides time-zone optimized coverage throughout five support centers globally. The GS 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. GS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert document publishing. A commitment to excellence and customer advocacy pervades the GS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure. The Business As VCF Solution Lead, you will provide technical support to both staff and customers who are working to implement VMware either On-Prem or Cloud solutions. You will be also responsible for establishing and maintaining relationships with VMware’s top customers – Production, Business Critical, Mission Critical, and Premier Partner Support customers. Responsibilities Deploy, upgrade and troubleshoot the Service and the Customers’ on-prem/Cloud infrastructure Collaborate with team, take challenges and work with minimal supervision Open to learning and working on new technologies Stay on top of customer-reported issues, regularly communicate with customers, sales account teams, BU/Product Management, and Engineering. Support various customer enablement and partner events. Provide world-class customer service throughout the entire lifecycle of customer adoption. Work independently or as part of a team on engagements with customers, often in a technical leadership role to ensure customer retention and to drive customer value realization. Be able to drive and increase the visibility of escalated support issues for BU key accounts as needed. Experience dealing with various global customers, maintaining and establishing a relationship with them. Capable of running status calls with the customers to keep them up to date with all relevant opened issues, and ongoing projects. Able to handle escalations with demanding customers at a technical and management level. Desirable Technical Skills/Experience Good Experience in microservices (docker, Kubernetes, containers) will be added advantage Solid exposure with VMware ESX Server and other VMware products Experience in administering Linux systems in a production environment Hands-on experience with Linux/UNIX-based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools. Excellent analytical and problem-solving skills Excellent communication skills What is the leadership like for this role? What is the structure and culture of the team like? The selected candidate will be reporting to Technical Support Supervisor- Pradeep N. He is deeply invested in the teams' careers development and has successful track record of ensuring the team is successful as a unit and ensure the individual team members progress in their careers. The core team comprises engineers at different levels (L1, L2 and L3) supporting VCF solution. The team is part of the 24x7 support structure and works flexible hours to ensure we meet customers contractual requirement In addition, team works in partnership with the peers across the globe working during different time zones. The role requires the candidate to be flexible to work in any shift (includes PST) and weekend hours. Where is this role located? Flexible: The role is considered flexible and will be a mix of working from the Bangalore VMware office. You will be expected to live within a reasonable non-daily commute of the office. 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 in the top right corner. www.benefits.vmware.com 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. Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2023-02-13 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.