VMware Supervisor, Business Transformation and Automation in Heredia, Costa Rica
Managing Support Team based in AMER region to deploy consistent and scalable business support methodologies by providing functional support to varied internal & external stakeholders by resolving issues raised in ERP & the peripheral systems influencing the Order to Fulfilment (O2F) & Quote to Cash (Q2C) processes.
Corporate Systems Operations (CSO) is committed to drive productivity through operational excellence in all related processes and tools, across Field Operations, Global Business Operations, Global Support Services, and Renewals. The team consists of analytical and detail oriented individuals to perform Data Analysis, Issue resolution, root-cause analysis & deliver permanent process fixes on processes in the area of Entitlement Management and administration for our Customer Entitlement Data.
Key focus area include:
Communicate with business stakeholders on support activities
Foster stakeholder engagement to understand requirement to support the business
Establish KPI and productivity/SLA metrics to monitor the support process
Understanding existing systems from business perspective for big picture understanding
Define and establish support process and methodologies, to support new business process and applications
Set-up and manage war-rooms and heightened support, for major program launches, Quarter-End, etc.
Role and Responsibilities:
Manage the support team based in AMER region, and provide business process support for order to fulfilment and quote to cash processes.
Sound knowledge around order to fulfilment and quote to cash process.
Good understanding of Customer Entitlement data (Install base, service contracts, licenses, etc.)
Establish robust case handling process – manage volume, escalations, handoff to next Geo, etc.
Build and maintain knowledge base for process, systems functionality & operations (to incorporate changes as a result of support & maintenance releases and major program launches)
Acts as the single point of accountability for customers’ satisfaction with production support
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
Participate & contribute to projects/initiatives – build project to support transition plan
Plan and execute war room support” (immediately after major program launch) as well as ongoing support for implemented functionality
Coordinate between Business & IT to prioritize and deliver monthly maintenance release
Provide testing services for support & maintenance releases – defect fixes and minor enhancements
Effective Vendor engagement to build scalable staffing models for both Projects & Operations
Create and maintain employee career development and progression plan
Adheres to all compliance guidelines including SOX and supports internal and external audits
7+ years’ experience in Support function (Esp. Order to Fulfilment, Quote to Cash process)
2+ years of experience in management/leadership role
Must have experience with global Service Delivery processes and methods
Experienced in a support environment: support process, escalation protocol, and adherence to SLA
Effective communication skills with all levels of management
Proven track record of deploying best practices
Conflict resolution and negotiations skills to resolve disagreements quickly and effectively, bringing a problem-solving attitude to conflicting approaches and priorities involving others
Should have exhibited accountability, ownership and decision making capabilities
Self-directed and proactive approach to tackling problems and leveraging resources
Must be a self-starter, motivated individual who works well under pressure
Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines
Ability to drive collaboration with executives, business and technical teams to achieve effective solutions
Experience on task prioritization, workload and escalation management
Strong verbal and writing skills, project and time management skills, ability to work in teams
Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment
Good office software skills (Esp. Excel, Access, Visio, PPT) and familiarity with statistical packages and analysis technique
May have BA certification, and/or PM ( PMP ) certification
Experience in Software or High Tech industries
Should have undergone through front line managerial workshop
Experience in Oracle 11i, Order processing, Service Contract
Renewals Processing and Invoice Process
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