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VMware, Inc.
  Company Profile
VMware® was founded in 1998 to bring virtual machine technology to industry-standard computers. VMware has the technology and vision that are needed to dramatically improve productivity and change the way people work. People are the essential component for the development of our technology and the execution of our vision. We are always on the lookout for talented individuals across all functions who share our passion for technology, excellence and innovation.
 
  Job Details 
Title: 

IT Problem Reporting Process Manager : UNIX,Linux, : Pittsburgh, PA

Posted On:  11/8/2019 4:14:30 AM
Designation: 

IT Problem Reporting Process Manager

No. of vacancies:  4
Qualifications:  Bachelors degree
Essential Skills: 
Not specified
Minimum Total Experience:  4
Job Tenure:  Full-time Only
Salary Offered:  DOE
Job Location:  Pittsburgh PA United States

  Job Description
Description:

VMware, one of the fastest growing software companies in the world and the recognized market leader in computing virtualization technology, seeks a dynamic IT Problem/reporting process manager capable of thriving in a face paced and team oriented environment. The post-holder is responsible for the analysis of issues relating to Problem Management at all tiers of support. You will continually analyze data and events, seek out, recommend and drive solutions through to implementation in order to improve the efficiency and effectiveness of the VMware service.

•Develop and maintain VMware's Problem and Error Control processes
•Co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, or resolution advice and closure
•To manage in-depth investigations into IT-related problems in order to minimise or prevent future breaks in service
•To conduct detailed analyses of data gathered via the Service Management process in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues
•Develop a comprehensive SLA and outage reporting packages for weekly, monthly, quarterly and annual distribution

This position should be considered as a day to day tactical team management role, but also as a very forward thinking, strategic role capable of forging the departments future with regards to organizational structure, tool recommendation, trending, and analysis to ensure SLA's are maintained on a daily basis as well as position the team for the future.

Principal Responsibilities:

•Co-ordinate the rapid and effective handling of major incidents
•Lead the investigation of problems, via root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring
•To examine potential areas for service improvement and raise proposals with senior VMware management, including via the raising of Requests for Change
•Provide expert guidance to all support teams within VMware and assist in their training and knowledge development in relation to problem management.
•Design, prepare and conduct training courses relating to problem management and the appropriate usage of the VMware support management system
•Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, outage, SLA and Service Desk reporting particularly in terms of in-depth trend analysis
•Develop, co-ordinate and promote the effective functioning of problem management activities across all of VMware's support and development areas

Requirements:

Essential Capabilities:

The following general capabilities will be required:
•Good interpersonal skills, with the ability to communicate clearly and effectively to both IT and Business organizations
•Identify the work required and organize, facilitate and / or perform the work with only minimal guidance from senior management
•Good analytical skills; a structured and methodical approach
•Highly organized, with the ability to plan for short- to medium-term objectives
•Strong service attitude; builds lasting customer relationships, strives for efficiency and effectiveness
•Commitment to Quality Standards and continuous improvement
•Must be dynamic, innovative and capable of garnering the respect and high level trust required by the help desk and IT teams for this position to be successful
•Regular travel required between Broomfield, Palo Alto and remote US sites

Specialist Skills and Knowledge:

The person selected for this position must be able to show that they have relevant practical experience of:
•Proven customer support experience (at least 4 years) in a large scale and diverse environment, with a particular emphasis on the use of problem management processes, escalation procedures and related disciplines
•An understanding of Service Level Agreements and their application
•General understanding of Windows, UNIX and Linux, operating systems and associated applications
•Certification in and commitment to service management best practice as defined by ITIL (BS15000) or experience of working in such an environment

Desirable Skills and Knowledge:

•Experience of creating reports using either Crystal Reports v9 or Crystal Enterprise v10 or higher

Education:

•Bachelors' degree or equivalent experience required
•VMware product experience desired

  Contact Information
Reference Name (If Any): 





 
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