Incident Response Leader

hace 6 días


San Francisco, Heredia, Costa Rica Vmware A tiempo completo
Job Summary

We are looking for an experienced Incident Manager to lead our efforts in resolving complex customer incidents and providing exceptional customer service.

The ideal candidate will have a strong background in technical support, a keen analytical mind, and excellent communication skills.

Main Responsibilities
  1. Investigate and resolve customer incidents in a timely and professional manner, working closely with internal teams to ensure prompt resolution.
  2. Develop and maintain comprehensive knowledge of VMware products and services, staying up-to-date on the latest features and technologies.
  3. Collaborate with cross-functional teams to analyze and troubleshoot complex technical issues, identifying root causes and implementing corrective actions.
Qualifications
  • Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent work experience.
  • Minimum 3 years of experience in technical support or a related field, with a proven track record of delivering results in high-pressure situations.
  • Strong understanding of escalation management frameworks, including ITIL, and experience with root cause analysis and corrective action planning.


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