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Job DescriptionAs a Senior Technical Services Manager you will have the responsibility to work with the CPBU and GS leadership teams in the design and implementation of the mission, strategy, tactics, and processes of the VMware Cloud Foundation Pro-Active Support Services (vPASS) program, which is being implemented to pro-actively provide upgrade services to VCF customers. You will also be responsible to liaise with our customers (global), executives, Dell teams (RPS and GSE), and internal VMware teams to drive successful implementation and operation of the vPASS program. The responsibilities will also include the general management of the global vPASS services team. A large component of the position will require a focus on making VMware a great place to work for this new team.Job Role and ResponsibilitiesBuild a new services team - creating the job descriptions, hiring and training the initial team, defining and implementing the business processes
Effectively manage this new vPASS services team, including oversight of functional activities that contribute significantly to the overall image and quality of a premier services organization
Work with key stakeholders in the company including VCF Engineering, Product Management, Sales, Professional Services, and IT to drive end-to-end process improvement for VCF upgrades, including automations, and providing relevant feedback to the product teams to continuously improve the VCF product and its upgrade process.
Work directly with the Dell Remote Pro-Active (RPS) service team to support their VCF-on-VxRail upgrades if they encounter issues, before those issues might be escalated to VMware Global Services
Build and maintain strong relationships with VMware’s customers and account teams.
Improve overall customer satisfaction with VMware’s VCF upgrades by providing a quality service to handle those upgrades for the customer.
Design, develop, and implement processes, systems, and technology to support and enhance this technical services function, including workflow and incident management
Work to constantly improve the upgrade service provided by the vPASS team
Stay current with VCF releases and their upgrade processes and details, including Skip-Level Upgrades, so that the vPASS team can provide upgrade services for all existing versions of VCF
Work with customers and their account teams to explain the VCF vPASS service and how it applies to their specific VCF deployments
Work with customers, account teams, and partners to assess customers’ VCF deployments for fitness for upgrades (pre-upgrade assessments)
Work with customers to help remediate VCF health issues and configuration drift, as needed, to bring their systems into compliance so that they can be successfully upgraded
Work with customers and their account teams to specify and schedule their specific VCF upgrades, striving to minimize risk of downtime or interference with normal business operations
Use your technical background, experience, and product knowledge to proactively identify risks, issues, and drive their resolution
Continuously review the upgrade technologies and processes to ensure they are highly repeatable, low risk, and accomplishable by less-skilled resources
Train, guide, and support the technical services team to perform quality upgrades
Support the gathering of the core data pertaining to the upgrades so that we can track and report on their progress to BU and corporate leadership
Track issues that are encountered during the upgrades and support their Root Cause Analysis (RCA) and ultimate remediation by the respective support teams (GS, VCF Engineering, other BUs, etc.)
Required Skills and Experience10+ years of experience in the software industry, with a minimum of five years in technical services and/or support as a manager (M3 and above), including people management
BS/BA degree or equivalent technical experience
Ability to work in 24x7 global environment, including weekends as needed
Ability to effectively work from home during pandemic time (aligned to company guidelines) and ability to work from office during normal business conditions as needed
Experience in building and leading a services team
Experience in the management of remote services groups, international services groups, and 24x7 service operations
Strong experience working in a global, cross-functional environment
Excellent oral/written communications and interpersonal skills for interacting with employees, leadership, other teams, partners, and customers - can clearly summarize and communicate technical/business issues and status to any audience
Ability to interact and communicate with senior leadership at all levels
Exceptional leadership and problem-solving skills
Proven ability to maintain communications within the service team and cross-functional groups.
Excellent knowledge of core VMware products (including vSphere, vSAN, NSX, vRealize Suite), especially their deployment and upgrade processes
Working knowledge of the VMware Cloud Foundation product, including its features, functionality, deployment, configuration, operations, troubleshooting, etc.
Skilled in working in a collaborative, knowledge-sharing environment
Demonstrated excellence in building technically-oriented working relationships with customers, account teams, and VMware Professional Services
Self-starter with demonstrated ability to take initiative and drive well-scoped projects to completion
Strong ability to multi-task in a fast-paced, technically complex environment
Agility in execution when a project is time-sensitive and visible to a customer
Experience with Data Center operations
Process-oriented with meticulous attention to detail for the processes and their data, with the objective of improving our operations and our products
Experience in managing and adjusting processes to achieve operational efficiency
Job ProfileSSTSTSM4 - Technical Support - Management 4VMware 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 SupportSubcategory: Technical SupportExperience: Business LeadershipFull Time/ Part Time: Full TimePosted Date: 2021-09-14VMware 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.
