Manager of Technical Support - Payment Security Division
- VMware
- 8 - 18 years
- Bengaluru
- 7 days ago
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Job Description
- Manage, develop, and mentor a team of Technical Support Engineers with constant focus on service availability and reliability.
- Liaise with cross-functional teams (Sales, Customer Success, Engineering, Product, and more) to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure overall operational efficiencies.
- Assist with incident response during outages as an escalation point, communicating with customers and providing info to internal teams. Drive innovation based on insight gained from retrospectives of incidents.
- Improve on case management lifecycle to meet and exceed key performance indicators
- Conduct one on one meetings at a regular cadence with team members to provide constructive feedback and skills development.
- Technologist at heart with a continuous desire to learn current infrastructure and monitoring solutions and technologies
- A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
- Passionate about people management and mentorship with previous experience leading a team
- Experienced in successful implementation of process and procedure
- Self-motivated, detail-attentive, and have a desire for continuous learning and improvement
- Able to think creatively about a wide variety of challenges.
- Experience working in a Support Engineering or adjacent function within an enterprise technology environment
- Monitoring and Alerting Frameworks - Openseach / Kibana / Grafana / Prometheus / Spectrum NetOPS
- API Management - Microservices / API Contracts / Authentication and Authorization
- Network Architecture - Network tracing / Firewall and Load Balancer fundamentals
- Database - Structure / Query language
- Virtualization technologies - VMware ESX / VMware Tanzu / Container based technologies - Docker/Kubernetes
- Development Process and Procedures - CI/CD pipeline / Code repository
- KCS (Knowledge-Centered Service) methodology
- Formal education and/or training in management skills or strategies
- Knowledge of current infrastructure and monitoring solutions and technologies
- CS or Engineering degree
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Head - Tech SupportEmployement Type: Full timeContact Details:
Company: VMwareLocation(s): Bengaluru
Keyskills: Usage Infrastructure Workflow Operations Virtualization network architecture Technical support Monitoring Firewall VMware esx
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