VMware Hiring for Technical Support at Bengaluru, Karnataka, India Full Time

Job Description

Why will you enjoy this new opportunity? Are you passionate about learning new technology and solving complex problems for key customers? VMware has a Technical Support Engineer 2 role for you. You will be working on the latest and top of the line technology suite, becoming an expert in the industry.

As a VMware SMARTS Support Technical Support Engineer you will be part of a team providing reactive & proactive support to customers who have SMARTS, NCM (Network Configuration Manager) and Watch4net. As part of VMware Telco products portfolio – VMware Smart Assurance (VSA) & VMware Telco Cloud Operations (TCO) is a real-time automated service assurance solution designed to bridge the gap between the virtual and physical worlds. It provides holistic monitoring and network management across all layers for rapid insights, lower costs, and improved customer experience. TCOps simplifies the approach to data extraction, enrichment, and analysis of network data across multi-vendor environment into actionable notifications, performance reports and alerts to manage the growing business needs of Telco in an NFV-SDN environment.
Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills and be someone who embraces challenges. Expected to be a Subject Matter Expert (SME) in at least 2 VMware Product within 6-12 months of completing onboarding training.

• Understand the VSA technology, concepts and complete product trainings
• Multi skilled on multiple VMware products
• Supporting our most strategic Telecommunication Service Provider customers and focus on day-to-day SR resolution and proactively drive progress
• Meeting aggressive responsiveness, response targets, customer experience mindset and ability to deliver a consistent experience with high quality and effectiveness with minimal managerial oversight
• Leading on authoring Knowledge Base articles – high value on knowledge sharing and capable of researching newly discovered issues
• VMware troubleshooting review (log analysis/troubleshooting process)
• Foster an enhanced relationship with VMware Engineering, Core R&D and Field Account teams

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? As a Technical support engineer in SMARTS, you will be responsible to assist customers with the issues which they would raise and collaborate with your team. Along with a strong customer service and technical problem-solving skills, someone who embraces challenges.

• Supporting our most strategic Telecommunication Service Provider customers and focus on day-to-day SR resolution and proactively drive progress
• Meeting aggressive responsiveness, service restoration targets and ability to deliver a consistent experience with high quality and effectiveness with minimal managerial oversight
• Leading on authoring Knowledge Base articles – high value on knowledge sharing and capable of researching newly discovered issues
• VMware troubleshooting review (log analysis/troubleshooting process)
• Hands on experience with VMware SMARTS Assurance Suite or other VMware products
• Good knowledge on Linux; Microsoft Operating Systems; Networking, TCP/IP, DNS and experience designing and/or supporting large enterprise deployments
• Networking: Excellent understanding of L2/L3 networking protocols including switching technologies, routing fundamentals, IP subnetting, routing, firewalling, load balancers, VPN and network design
• Foster an enhanced relationship with VMware Engineering, Core R&D, and the Field Account teams
• Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates
• Provide technical assistance with support planning, upgrade and maintenance
• Investigate opportunities to build/ maintain internal technical environments for key customers

What is the leadership like for this role? What is the structure and culture of the team like? The Hiring Manager for the role is Tejaswini Jhones, Manger leading SMARTS & TCO APAC & EMEA teams. She has been with VMware for about 9 years now. She believes that leadership is not defined by title, it is about encouraging team members to be leaders and how she could facilitate & support in their team members development & growth. She believes in open communication and likes to be a coach for all her team members. The team is distributed across India, but majority is based out of Bengaluru. The team follows Dynamic, Open and Collaborating Culture at work and encourages to learn from others, teach and grow.
Where is this role located?
Flexible: The role is considered flexible and will be a mix of working from a local VMware office and remote depending on your preferences and the arrangements determined with your future manager. You will be expected to live within a reasonable non-daily commute of the office.

What are the benefits and perks of working at VMware? You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com.

• Employee Stock Purchase Plan
• Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
• Generous Time Off Programs
• 40 hours of paid time to volunteer in your community
• Rethink’s Neurodiversity program to support parents raising children with learning or behaviour challenges, or developmental disabilities
• Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)

Wellness reimbursement and online fitness and wellbeing classes
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2022-03-09 VMware’s Professional Services team is obsessed with helping organizations achieve their goals with the power of VMware technology. As partners throughout their digital transformation, we work with customers to build the IT capabilities, competencies, and culture they need to improve employee and customer experiences, accelerate innovation, and confidently move into the future. Join our team, and you’ll work alongside a diverse group of people who are passionate about sharing their broad expertise and empowering you to do your best work. Our technology is changing the way the world’s biggest brands do business. Where will your impact be made?

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.