| Posting Title | Supervisor, Business Applications Support |
| About Us | VMware is the leader in virtualization and cloud infrastructure solutions that enable our more than 500,000 enterprise and mid-market customers to thrive in the Cloud Era by simplifying, automating and transforming the way they build, deliver and consume IT. We empower our customers by radically simplifying IT through virtualization software with a focus on three core missions: End-User Computing (EUC), Hybrid Cloud and Software-Defined Data Center (SDDC). Join our community – instigators of innovation and transformers of technology – as we envision and create what’s next in IT. Get connected to an engine of opportunity fueled by the transformative products and solutions we bring to market, the passion and trust we inspire in our customers, and our collaborative drive to imagine, define and deliver the future of IT. With 13,000+ employees and 50+ locations worldwide, we are passionately driven to make an impact while contributing back to the community. Ranked on the Forbes 100 Most Innovative Companies in the World list. Learn more at vmware.com/careers today! |
| Job Description | Virtualization is the technology that is poised to change the about your functional group. The Business application team is focused on maintaining internal as well as the partner experience, enabling our partners/sales to effectively market and sell VMware products via implementation of new initiatives. Internally, we support multiple partner program teams, sales team and marketing teams. Business application team supports multiple tools and applications including salesforce.com, ModelN, DRM/Ilog etc. to cater the overall business requirement. About the role As part of Business application support team, the candidate will be responsible for providing analytical, data management, and admin/configuration support to maintain Salesforce.com, Quoting tool instance of VMware and to identify areas for improvement and make recommendations to management. Needs to Work closely with Business and IT to deliver best of class solutions. The candidate must be open to work in different applications to provide support as business application team works on multiple application support. Candidate should be open for different shifts as we provide global support. Supervisor, FAST Business Applications Support Job Description: The position of Supervisor, Business Support in FAST (Field Automation & Services Team) is responsible for managing a support team based in Bangalore to deploy scalable business support methodologies on enterprise-wide applications such as SFDC, Learning Management System, Workforce Management, and Consultant time tracking. Key focus area include: - Communicate with business stakeholders on support activities – planned and un-planned outages - Foster stakeholder engagement to understand requirement to support the business - Establish KPI and productivity metrics to monitor the support process - Understanding existing systems from business perspective for big picture understanding Responsibilities - Manage support team (based in Bangalore) and applications used within the WW Customer Operations - Coordinate with global team leads for case handling via a “follow-the-sun” support model - Maintain (to incorporate changes as a result of support & maintenance releases and major program launches) support documentation for process and systems functionality & operations. - Sound knowledge around PRM/CRM with interest to discover business process and functionality. - Manage analyst team to apply configuration changes to CRM, LMS, Workforce Management systems - Plan and execute “war room support” (immediately after major program launch) as well as ongoing support for implemented functionality - Liaison with the IT Level 2 Support and Level 3 Technical Teams to provide technical solution expertise for production issues and minor enhancement requests - Provide testing services for support & maintenance releases – defect fixes and minor enhancements - Acts as the single point of accountability for business customers’ satisfaction with production support services provided by both the business support team and IT support team - Analyze support data to identify root causes of issues. Collaborate with partners to implement process, training, or system improvements to resolve. - Maintain SLA’s for all support processes. Publish support metrics which measures the effectiveness of the support process for issue/resolution by application and business function |
| Location | Bangalore, IN |
| Requisition Number | 47461BR |
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Supervisor, Business Applications Support Job (Bangalore, IN)
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