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

Requirements:

  • 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

Preferred Skills:

  • 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

VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. VMware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.