When you start working for VMware in Colleague Experience and Technology team, you will see for yourself that we are passionate learners and creative thinkers, excited about technology, and the impact we can make not only in IT but within everything IT touches.
On our team, you will find a foundation to share new ideas, create new solutions, and solve new challenges.
Most importantly, you will be working in a leading-edge environment that encourages you to learn, grow, and take risks.
What is the primary need, technical challenge, and problem, you will be responsible for?
Traditional remote support is one firefight after another, where at VMware, we are redefining this reactive response and morphing into a proactive engagement model that prevents these fires from ever starting.
As part of this transformation, you will work on some of our toughest technology challenges, partner with some of the industry's brightest minds, and get hands-on with new and emerging technologies.
Many of these solutions will involve developing new automation scripts, programs, and processes.
At VMware, our goal isn't just fixing problems, we endeavor to find new and better ways of enabling our Colleagues to do their best work.
Success in the Role: What are the performance goals over the first 6 months you will work toward completing?
Within 30 days you will support 90% of process issues without direct team involvement at a 95% positive satisfaction rate.
As you approach 60 days, you will have the insight to name 2 team improvement areas (process, tools, systems, automation opportunities) and present ideas for making those improvements.
At 90 days be able to work autonomously on more advanced break/fix issues.
Within 180 days take ownership of an internal team project to drive that project to completion.
Some project examples are:
Develop a survey and work with various R&D focus to understand their challenges and present ideas to senior leadership for adding value to their organizations.
Identify opportunities where we could automate to provide fixes before colleague reaches IT for assistance.
What type of work will you be doing? What assignments, requirements, or skills will you be performing regularly?
Initially, you will spend time learning our internal processes and tools and then use your skills to discover the cause of reported Mac, PC, Linux, iOS, Android, and Audio-Visual issues and problems.
This may involve solving individual issues in the short term while looking for opportunities to give automated fixes and solutions to ongoing and large-scale issues.
This work requires frequent and consistent collaboration with other teams and individuals over email, chat, and video calls.
What is the leadership team like for this role? What are the structure and culture of the team?
The hiring manager for this role is Mahantesh Katagiri, Director, Colleague Support.
He built his expertise from working the front lines with roles involving ticket routing, automation focus mindset, innovation and desktop support, executive support, project management.
Mahantesh’s management philosophy is to lead by example by empowering and coaching individuals to deliver their best.
Mahantesh looks for creative people who can come up with new ideas and execute on those ideas to get results.
He is a mentor and a learner at heart.
Category: Client Support Subcategory: Computer Operations Support Experience: Manager and Professional
Hiring criteria
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