VMware Hiring for Senior Engineering Escalation Manager Bangalore, Karnataka at Bengaluru, Karnataka, India Full Time

Job Description

VMC on AWS Incident Manager VMware is seeking an Incident Manager to join our diverse global team for VMware Cloud on AWS service. : The Incident Manager is a person, who during the major service impacting events, will lead a team of SREs and Service Owners toward the event resolution. The individual in this role will be expected to make decision, communicate the status of the event both internally and externally, influence technical experts and various executives, and be the single point of contact for the incident. The Incident Manager must excel at situational appraisal, problem analysis, troubleshooting methodologies and have the authority and confidence to demand actions from SRE Teams and Service Owners, and have excellent communication skills. Responsibilities: During crisis events the Incident Manager would be expected to perform the following:

• Take command of incidents by setting up or taking over a cross-functional technical bridge call, comprised of internal and external partners
• Ensure that everyone involved understands the issue, the action plan, and the path to remediation/resolution
• Ensure that each participant understands the incident management process and their role in that process
• Set clear incident resolution objectives (exit criteria) and timings.
• Provide direction and time management and keep the resolution effort on track and moving forward
• Drive the technical root cause analysis process by crafting the correct technical teams and driving the technical remediation plan
• Operate as part of a 24X7 global team of Incident Managers and ensure perfect handover of critical issues to other regions
• Actively participate and drive incremental improvements to our Incident Management Runbooks through process creation, tool building and participating in post-incident reviews
• Ensure internal readiness at all times by leading training sessions, simulations and drills

You should also have a real passion for working with the latest technologies, hybrid cloud environments, high profile customers, executives, developers/engineers and tools. You are comfortable representing issues in real time to both engineering, support organizations and executive level management and at times with direct communications with our Customers. Our team has an excellent pulse of customer expectations and plays a key role by advocating the customer’s business impact and ensures a sense of urgency is felt across engineering communities. We work in close coordination and collaboration with the global engineering Site Reliability Engineering teams to help lead immediate corrective actions to restore services within the service offering. We help build strong partnerships throughout the engineering organizations and constantly seek ways to improve on our offerings. You will be eager to work in an environment that is fast paced, complex, deeply diverse and will need to be a standout colleague and work effectively with other members of the Global Team. Requirements:

• 10+ years in escalations management or technical support for an enterprise software company
• Strong leadership skills, especially during crisis situation
• Strong facilitation skills and ability to make tough decisions when stakes are high
• Proven knowledge of escalations management frameworks (eg. ITIL)
• Demonstrable understanding of distributed systems concepts and hybrid cloud environments
• Ability to work multi-functionally and to influence and execute across diverse groups
• Strong financial and business sense, critical thinking, decision-making abilities
• Good interpersonal skills, both verbal and written
• Executive presentation skills
• Work well in dynamic changing environment and is comfortable with ambiguity
• Negotiation, mediation and conflict management skills

Preferred skills

• Virtualization technologies
• Cloud infrastructure and hybrid solutions
• Modern toolsets such as Jira, Slack, PagerDuty, Modeanalytics etc.

Category : Business Strategy and Operations
Subcategory: Program Management
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-04-05
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.