Technical Support Manager - Workspace ONE
Dell Technologies
Bengaluru, India
6d ago

Workspace ONE (Previously called AirWatch) is the global leader and innovator in enterprise-grade Mobile Security, Mobile Device Management, Mobile Application Management, Mobile Email Management, and Mobile Content Management solutions designed to simplify mobility.

Workspace ONE empowers organizations across a wide variety of industries to deploy, secure, track and manage all of their mobile assets with advanced analytics and reporting.

  • With Workspace ONE, corporate IT departments can streamline and automate the management and support of mobile devices; reduce the cost and effort of device deployments;
  • and increase IT efficiencies and response times.

    As the largest mobile device management provider, Workspace ONE offers the most comprehensive mobility management solution and delivers an integrated, real-

    time view of an entire fleet of corporate and employee-owned Apple iOS, Android, BlackBerry, Symbian and Windows devices.

    Workspace ONE Video Library

    EQUAL EMPLOYMENT OPPORTUNITY STATEMENT :

    Workspace ONE is an Equal Employment Opportunity Employer and is committed to workplace diversity. Workspace ONE provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, in accordance with applicable state and local laws.

    This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

    Responsibilities

  • Provide superior technical support and service to the VMware customer base 24*7 Operations
  • Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
  • Manage and develop the support teams, including hiring, professional development and proactive project work
  • Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
  • Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
  • Lead and / or being involved in Global Strategic Initiatives
  • Work with VMware’s engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
  • Requirements

  • Atleast 8 years of experience in the software industry with a minimum of 2 years in technical support management, including people management
  • Background in the development and management of remote support groups, international support groups, and 24x7 support operations
  • Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
  • BS / BA degree or equivalent technical experience, MBA a significant plus
  • Experience in both small and large companies is highly desirable
  • Familiarity with systems operations and management environments within large enterprise customers and / or service providers is desirable
  • Good communications and interpersonal skills
  • Track record of accomplishment and effectiveness within organizations
  • Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc
  • Apply
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