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Director, Global Escalation Management

Bengaluru, India | VMware

  • Industry:
    Computer Software / Computer Games
  • Position Type:
  • Functions:
    General Management
    Operations / Production
  • Experience:
    10-12 years
    12-15 years
Job Description:
70 people have viewed this job

We are looking for an experienced technical leader with 10-15 years of industry experience including 7+ years leading escalation management/critical situation management team focused on SaaS, Virtualization, Networking, AWS cloud infrastructure technologies.BS is required, MBA or MCS preferred.

What will you do

You will lead the APJ Escalation Team – review all global escalations, coach and provide guidance to the escalation managers on how to handle critical/escalated cases

Represent the VMware Brand and leadership team at the highest levels within a customer’s organization.

You will develop team members – guide and coordinate personal development plans, set team and individual goals, coach and counsel team members day to day in their professional growth

Keep focus proactively supporting escalated customers in the region and around the globe

Reinforce the embracement of a customer first focus, strong negotiation skills and ability to adjust to different situations at a moment’s notice.

Reduce the number of escalations by partnering with GSS leadership on lessons learned. 

Build strategic relationships with senior decision makers across VMware Business Units and VMware customer’s

Encourage the team to adopt a solution-support approach; orchestrate resources external to the team, particularly channel partners through which most sales will be fulfilled

Seek deep understanding and champion the customer’s business objectives and needs throughout escalation lifecycle

Facilitate a ‘follow-the-sun’ commitment through global team collaboration, process alignment, and resource delegation

Provide leadership oversight to escalated incidents through timely coordination of cross-functional teams and tasks, including drafting executive communications, providing technical guidance; developing, monitoring and executing cross-functional action plans

What do we want 

You have the ability to understand technical issues and translate them based on your audience

You are effective in working independently with minimal supervision in a collaborative team setting, where you build relationships with various cross-functional departments

You are a self-starter, have strong interpersonal skills and possess excellent time management

You are a strong, clear communicator and confident handling communication with C-level executive leadership 

You are a forward and strategic thinker, always thinking a few moves ahead

What do we require 

You have strong people management skills including: hiring, developing, motivating and retaining high performing talent with experience of handling any performance shortfall

You have excellent written and verbal communication skills and are fluent in English

Good knowledge and understanding of Enterprise customers and their dynamics

You are a creative thinker and willing to challenge the status quo.

You have the ability to work flexible hours depending on the needs of our customers and the business as well as the ability to travel domestically and/or internationally when needed (<20%) 

You have a BA/BS degree. MBA, MSC or equivalent job-related experience preferred 

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