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Well-known enterprise brand and Bangalore location increase competition, but seniority reduces applicant density.
Role demands enterprise product and virtualization support experience, limiting cross-industry transferability.
Explicit 10–15 years and 2+ years managerial plus product and VMware experience are required.
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Lead and manage a team of 8-12 technical engineers including Tier 1, Tier 2 & SMEs, driving operational excellence, team performance, and continuous improvement.
Own key performance indicators such as Customer Satisfaction (CSAT), Initial Response SLA, Time-to-Resolution (TTR), and manage escalation processes and critical customer issue resolution.
Drive technical outcomes and incident management involving cross-functional stakeholders including Sales, Engineering, and global teams with a focus on VMware, Virtualization, and Cloud technologies.
10-15 years overall experience with at least 2 years in a managerial role, preferably in enterprise-level technical support.
Basic understanding of VMware and Virtualization-related technologies is required.
Foundational proficiency in Windows/Linux Operating systems or Cloud technologies for effective technical discussions.
Work Experience Required: 10-15 years overall experience with 2+ years managerial experience.
Experienced in managing technical support teams with a data-driven approach to track and improve KPIs like CSAT and resolution times.
Proven ability to handle customer escalations and coordinate across multiple internal teams and geographies.
Strong technical background with a commitment to keeping team skills updated on industry trends related to data protection, virtualization, and cloud.