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Metro location and known employer increase competition, but senior-level role and technical requirements limit applicant pool.
Managerial skills transferable, but virtualization and enterprise support expertise limit cross-industry fit.
Explicit 10–15 years plus 2+ years managerial experience and technical VMware requirements make filters strict.
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Lead and manage a team of 8-12 technical engineers ensuring operational excellence, customer satisfaction, and technical standards adherence.
Own key performance indicators such as Customer Satisfaction Scores (CSAT), Very Satisfied Ratings (VSAT), Initial Response SLA, Time-to-Resolution, and call closure metrics.
Manage critical customer escalations by coordinating with cross-functional teams and ensuring timely resolution while mentoring the team on VMware and Virtualization technologies.
10-15 years overall experience with at least 2 years in a managerial role, preferably in enterprise technical support.
Basic understanding of VMware, Virtualization, and Cloud technologies is required.
Experience managing KPIs related to customer satisfaction, resolution times, and SLAs is mandatory.
Willingness to work in a 24/7 shift model as per business requirements.
Experienced technical leader capable of driving continuous improvement using data-driven decision making and KPI tracking.
Strong background in team coaching, mentoring, conflict resolution, and customer escalation management in complex support environments.
Technical proficiency in data protection solutions (preferably Commvault product portfolio) and foundational skills in Windows/Linux operating systems or cloud technologies to effectively translate engineering issues into customer communications.