VMware, Manager 1, Global Support Services

Leads VMWare Technical support individual contributors within Egypt COE.

Areas of Responsibilities

• Manages the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies and directives for assigned areas.
• Requires complete fundamental knowledge and awareness of goals and objectives.
• May participate in short and long term planning for assigned area
• Accountable for VMWare Support team results in terms of group and department performance standards/metrics, customer satisfaction and budget/expenses.
• Monitoring and analyzing the quality of operations through measurable KPIs and proactively taking corrective actions if and when needed.
• Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas.
• Monitors employees' performance and provides ongoing feedback to the individuals
• Collaborates with other managers, internally and occasionally externally, to influence and ensure that assigned technical support area is meeting internal and external needs, operating efficiently, cost effectively and acquiring appropriate information to meet customer needs and generate accurate reports. Role does not require a high degree of on-site customer contact.
• Ensures that technical support programs are current with regard to upgrades, new product releases, trends, practices and cost.
• Identifies issues, provides input and makes recommendations regarding Technical Support programs, tools, projects, products, process, metrics, standards and customers.
• Ensures that all issues are escalated in accordance with policy and procedures.