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Incident Manager
hace 1 mes
**The Elevator Pitch: Why will you enjoy this new opportunity?
**
Are you passionate about learning innovative technology and solving complex problems for VMware's Top 100 Global Customers?
Are you comfortable stepping into difficult and complex situations involving multiple key stakeholders and setting the path to resolution?
If so, VMware has an Incident Management role for you.
You will be working on the latest and top-of-the-line technology suite, becoming an expert in the industry all while serving as a crucial member of our Global Support Team
**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?
**
As an Incident Manager, you are laser-focused on helping our customers by creating environments that foster collaboration and precise execution in crisis situations.
This individual will act as VMware's ambassador to our top Global Customers and as the customer's advocate within VMware.
In this role you will:
- Learn VMware Global Support processes and procedures and begin managing moderate customer incidents.
- Learn VMware products and services.
- Set individualized goals aligned with the larger VMware Escalation Management strategy.
- Demonstrate your ability to take control of incidents by establishing open communication and leveraging your resources both internally and externally.
- Learn to operate as part of a 24X7 global team of Incident Managers and ensure perfect handover of critical issues to other regions
- Actively participate and drive incremental improvements to our Incident Management Runbooks through process creation, tool building and participating in post-incident reviews
- Ensure internal readiness at all times by first attending, participating and then eventually lead training sessions, simulations and drills.
**The Work: What type of work will you be doing?
What assignments, requirements, or skills will you be performing on a regular basis?
**
As an Incident Manager, you will be responsible for managing complex customer incidents by providing executive updates to external and internal audiences, enabling collaboration across VMware resources, and bringing critical situations to a resolution.
The Incident Manager must excel at situational appraisal, problem analysis, troubleshooting methodologies and have the ability to influence quick resolutions.
The Incident Manager role is an individual contributor and does not manage any direct or indirect reports.
To be successful in this role, you will:
- Provide clear and concise communication that inspires confidence to internal and external stakeholders.
- Ask the right questions to ensure clarity and alignment across teams during high-stress situations.
- Ensure that everyone involved understands the issue, the action plan, and the path to remediation/resolution.
- Ensure that each participant understands the incident management process and their role in that process.
- Set clear incident resolution objectives (exit criteria) and timings.
- Provide direction and time management and keep the resolution effort on track and moving forward.
- Drive the technical root cause analysis process by crafting the correct technical teams and driving the technical remediation plan.
- Build relationships across VMware to enable effective collaboration to resolve complex situations involving one or many VMware products and services.
- Look ahead to proactively prevent other customers from hitting similar situations by implementing process improvements, creating knowledge, or building tools.
- Work in an environment of trust, ongoing development, and coaching, where you are empowered to develop and achieve success, surrounded, and supported by a highly skilled peers and a leadership team involved in and committed to your success.
**The Skills, Abilities, and Experience that will help you in this role**:
- Escalation / Incident Management Experience in a similar role/company.
- The ability to make informed, difficult, yet decisive decisions.
- Experience and knowledge of Escalation Management frameworks such as ITIL.
- Experience with Root Cause and Corrective Action analysis.
- Experience and the ability to demonstrate strong negotiation, mediation, and conflict management skills
- Experience working with multiple levels of stakeholders both internally and externally.
**What is the leadership like for this role?
What is the structure and culture of the team like?
**
- The hiring manager for this role is the Director of Escalation Management with a supporting team of Senior Managers and Supervisors
The role fits into an organization that encourages self-determination and creativity in problem solving, and is built on a strong foundation of empathy, trust, and transparency.
The leadership team is devoid of hierarchical barriers, and banks on collaborative, team-driven decisions.
**Is this role Remote, Hybrid, or Onsite?
**
**What are the benefits and perks of working at VMware?
**
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