Incident Manager

    • Cork, Ireland

Job Description

Incident Manager

As an Incident Manager within Premier Services, your main responsibility will be in managing our VCPP Premier Partner base within region. You will work as part of a global team and will build close relationships with a number of support departments including REMs, SME management and engineering to ensure that VMware is delivering overall superior service and support to our VCPP partners.


  • Responsible for correct routing of incidents and coordinating so that they are resolved in a timely manner with minimal disruption to the business
  • Act as a primary POC for VCPP Premier partners for any high priority SRs
  • Build close relationship with relevant support departments to provide superior technical support and service to our partners within the defined SLAs
  • When managing high severity SR, advocate for customer's fastest issue resolution and mitigation
  • Be regional POC in driving any escalated, high priority issues on behalf of the partner ensuring that all relevant stakeholders are kept up to date.
  • Work with GSS management team to help design, develop and implement processes and systems to enhance the technical support function, including workflow and incident management
  • Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
  • Be an advocate for the Premier Partners
  • Lead and/or being involved in Global Strategic Initiatives
  • Work with VMware's engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
  • Working as part of a global team to ensure continuity of service to our customers
  • Ad hoc duties to support the overall Premier Services operation as required

  • Great communications and interpersonal skills
  • Excellent attention to detail
  • Highly skilled in situational awareness and situational intelligence - understand customers needs in a high stress, high impact scenario
  • Relevant years of experience in the software industry with a minimum of 1 year in technical support management is preferred
  • Previous experience in incident / escalation management is preferred
  • Experience in developing metrics & reporting to measure the effectiveness of technical support within the organization
  • Efficient written, verbal communication and presentation skills
  • BS/BA degree or equivalent technical experience, MBA a significant plus
  • Experience in both small and large companies is highly desirable
  • Track record of accomplishment and effectiveness within organizations
  • Familiarity with systems operations and management of environments within large enterprise customers and/or service providers is desirable
  • Familiarity with CRM or incident tracking and management systems such as Salesforce, Siebel, Remedy, Clarify, etc

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.

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