Current jobs related to Senior Support Services Manager-weekend - مصر - VMware
-
IT Services Support Manager
2 days ago
مصر, Egypt Premier Services & Recruitment Full timeJob Description & Specification: Providing a single point of contact (SPOC) to handle service inquiries, incidents, requests and events while ensuring relevant Service Level Agreements (SLAs) are being achieved and maintained within company, Head Office, Plant, existing and newly established distribution sites. **Operational/Professional/Business**: -...
-
Acs Senior Support Engineer
3 days ago
مصر, Egypt Oracle Full timeACS Senior Support Engineer - Hyperion Technical Consultant-220001J4 **Applicants are required to read, write, and speak the following languages**: English, Arabic **Preferred Qualifications** **The products suite expected to be covered are EPM Hyperion Essbase, Planning and HFM, FDMEE Applications. EPM Cloud products knowledge / experience is an...
-
Customer Service Executive
4 weeks ago
مصر, Egypt Sirius Support Full time**Who We Are** Sirius Support is a fully-remote outsourcing organisation that provides customer support across a variety of technology and customer service functions. Our founders have 40 years of combined experience building and leading teams in various fields across various industries and domains. Building Sirius Support has allowed a lifelong dream to...
-
Telephony Incident Management Engineer
7 days ago
مصر, Egypt Orange Business Services Full timeWork on 2 main technologies: switched Voice (known in OBS as BTG) and Microsoft Telephony (Lync, Skype for Business) Provide second level expert support for OBS customers in both technologies Ensure outstanding customer experience Own incidents/changes according to shift rules Own incident through its life ensuring service restoration & customer's...
-
Customer Support Advisor
2 weeks ago
مصر, Egypt CEQUENS Full time**Job Objective**: Support to Cequens customer’s authorized contacts providing Service Desk functionalities (Service Request Management, Incident Management, Service Level Management, Relationship Management, and Problem Management) by managing deliverables in a timely fashion with the best possible quality through integrated 3rd Level of Support (OpCo,...
-
Senior Direct Sales Executive
2 weeks ago
مصر, Egypt PHR-Services Full timeWell-established advertising company specializes in manufacturing banners Advertising, cladding facades, exhibition pavilions and guiding signs is currently looking to hire “Senior Direct Sales Executive” located in old Cairo. Skills needed: (_please read carefully to make sure that your CV will be considered_) - Minimum Bachelor's degree. - Minimum 1...
-
Service Support Integration Specialist
2 weeks ago
مصر, Egypt Vodafone Full time**Role purpose**: Accountable for the successful integration of services / local markets into production and support with the appropriate balance of speed, cost and minimum disruption. The success of Service Support Integration management is in the ability of Service Operations to support the business processes via the installed service base. The...
-
Rsa - Technical Support Engineer 1
4 weeks ago
مصر, Egypt RSA Full time**RSA - Technical Support Engineer 1** RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users. RSA specializes in empowering security-first organizations in financial services, healthcare, energy, technology...
-
Process Program Manager
4 weeks ago
مصر, Egypt Orange Business Services Full time**About the role**: - Owns the service desk presales activity working with Presales & CiS/SDL to gain an in-depth understanding of the new business requirements. Accountable for identifying the most operationally effective and cost-efficient model that is aligned to future strategy of Service operations; encompassing Incident, Change and Problem. - Advanced...
-
Technical Support Specialist
2 weeks ago
مصر, Egypt Teleperformance Full time#New_Launching_Account Teleperformance is #Hiring a Technical support specialist for the USA Market, will be in charge of handling the customers queries regarding our services, introducing the customers to our products and services, handling their billing inquiries, and solve their problems Requirement: - Fluency in English is a must. - Grads...
-
Customer Service Manager
5 days ago
مصر, Egypt Orange Business Services Full time**About the role**: - Holds accountability for the Quality of solutions provided to Customer - Acts as the customers' primary point of contact and an escalation point - Has awareness of overall and service management profitability of their customers - Proactively identify existing Customer needs, and opportunities and grow the customer relation with...
-
Senior Technical Support Engineer
1 week ago
مصر, Egypt Orange Business Services Full time**About the role**: Act as the point of reference and mentor for the team - Share experience and knowledge within the team - Provide day-to-day guidance and coaching - Guide the newcomers through their induction phase - Technical knowledge and overall skills enhancement - Create, validate and update technical documents and knowledge documents - Responsible...
-
Senior DevOps
4 weeks ago
مصر, Egypt Luxoft Full time**Project** Description**: We are working with BigData scale and using latest technologies like Docker and Kubernetes, Java 11, SpringBoot 2, Spring Clould, Kafka, PostgreSQL, Angular 14. Opportunities: participate in multi-year project for one of the biggest companies in the World and contribute to the platform that will change work experience and results...
-
Senior Desktop Support Technician
4 weeks ago
مصر, Egypt TTEC Full timeSenior Desktop Support Technician **Senior Desktop Support Technician - Cairo, Egypt** At TTEC, we’re all about the Human Experience. Elevated. As a Senior Desktop Support Technician in Cairo. You’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company...
-
Senior Account Manager 1
4 weeks ago
مصر, Egypt Premier Services & Recruitment Full time**Senior Account Manager in Digital Marketing.** **Responsibilities**: - **Be the primary point of contact and build long-term relationships with customers.**: - **Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-today basis.**: - **Juggle effectively between multiple clients' needs and ensure the...
-
Principal Appsdba Support Engineer
1 day ago
مصر, Egypt Oracle Full timePrincipal AppsDBA Support Engineer - Oracle Advanced Customer Services-220002R4 **Applicants are required to read, write, and speak the following languages**: English, Spanish, Arabic, French, German **Preferred Qualifications** Highly skilled Advanced Services Engineers (ASE) provide support in the continuous operational improvement of Oracle...
-
Principal Appsdba Support Engineer
6 hours ago
مصر, Egypt Oracle Full timePrincipal AppsDBA Support Engineer - Oracle Advanced Customer Services-22000D3O **Applicants are required to read, write, and speak the following languages***: English, Arabic, French **Preferred Qualifications** Highly skilled Advanced Services Engineers (ASE) provide support in the continuous operational improvement of Oracle environments. ASEs do this...
-
Senior Technical Support Engineer
2 weeks ago
مصر, Egypt Orange Business Services Full time**Role Purpose**:knowledge retention (technical and customer) and enhancement in the team - Act as the point of reference and mentor for the team - Share experience and knowledge within the team - Provide day-to-day guidance and coaching - Guide the newcomers through their induction phase - Technical knowledge and overall skills enhancement - Create,...
-
Senior Major Incident
6 hours ago
مصر, Egypt Orange Business Services Full time**About the role**: The successful Major Incident Manager will have the relevant skills and experience specified below. **Job Description**: Main Responsibilities include: - Operating and maintaining the Incident management process and governance framework. - Command high profile major incidents within complex environments engaging internal and external...
-
Senior IT Technical Support
2 days ago
مصر, Egypt Envision Employment Solutions Full time**Ready and hungry for a new adventure? You are definitely in the right place! We at **Envision Employment Solutions** are always on the look for top talents around the globe and matching them with our partners' hiring needs, to help them build and scale! - Our partners offer awesome work environment, competitive salaries, full benefits, and many others...

Senior Support Services Manager-weekend
1 month ago
As a part of the Global Support (GS) Team, your work as a Support Services Manager (SSM) will help advocate for an excellent customer support experience at VMware. The role provides you a unique opportunity to interact daily with top tier and most strategic customer organizations in technology, healthcare, finance, research, and government institutions. You will build strong relationships with customer and various internal teams at VMware. In this role, you will collaborate regularly with Customer Success Executives, Technical Support Engineers, SaaS operations, and R&D teams to drive adoption and consumption of VMware solutions and ensure that VMware is delivering overall best in-class Support services.
This is a 4-day week - Friday, Saturday, Sunday, Monday - 10 hours per day, covering EMEA hours
**Success in the Role: What are the performance **outcome**s over the first 6-12 months you will work toward completing?**
Within the first 2 months, you will complete onboarding, build familiarity of the tools we use daily in Support and will have started to build relationships with key internal and external stakeholders. You will update and maintain an accurate record of customer’s most important activities. You will drive and assist customers during weekend activities and prepare to obtain a VCP certification before the end of 6 months.
Within the first 4 months, you will have a good understanding of weekend activities building trust among internal teams and customer. You will also have a consistent control of low to medium level escalations and complete the quarterly trainings.
Within the first 6-9 months, you will be comfortable being the customer’s technical liaison inside the support organization for weekend activities. You will have your VCP Certification in first 6 months and have the ability to: proactively ensure that Support Requests (SRs) are driven to resolution without any gaps, independently run advanced-level escalations, work with peers for opportunities to enhance process/workflow internally, maintain customer retention rate of 90% or above, identify SR trends and create action plan(s) as required, and increase customer confidence in our platform and Support delivery.
**The Work: What type of work will you be doing? **What assignments, requirements, or skills will you be performing on a regular basis?**
You own and are responsible for driving our premier customers’ support experience over the weekend. The type of work will include but not be limited to the following:
Act as single point of contact for the management and escalation of all weekend support-related activities by partnering with Customer Success and other Account Teams. Drive escalations to resolution within Support and Product Engineering groups by acting as the customer liaison and effectively communicating the technical issues and business impacts internally and externally.
Coordinate and lead technical resources that are part dedicated support time pre-scheduled for assisting over the weekends. Actively monitor and manage SR activity and trends using custom reports for additional insights. Update internal records regularly with the latest customer actions, priorities, and sentiment for leadership perusal.
Oversee and direct Support Requests to the proper resources. Understand customer environment architecture and business use cases and ensure that information is available to internal teams when necessary to assist with quick problem resolution.
Provide advice and guidance to ensure successful ongoing usage and adoption of VMware products. Maintain current functional and technical knowledge of at least one product and provide best practice recommendations and answers to informal customer questions.
Identify affected customer environments, communicate, and assist with the resolution for any VMware Security Advisories.
Document and deliver formal and informal root cause analyses as needed for critical customer situations.
**W**hat is the leadership like for this role**? What **is the structure and culture of the team like?**
The hiring manager for this role is a part of several Senior leaders in the GS organization with multiple years of experience in customer facing roles. The team is proud of the unique model within GS that emphasizes on collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion.
In this role, expect to be challenged occasionally to bring your best and your efforts will be widely acknowledged and rewarded. The GS leadership actively encourages the pursuance of hobbies and activities outside of work and the importance of taking time off for an optimal work-life balance.
**What are the benefits and **perks** of working at VMware?**
**Category **:Client Support
**Subcategory**:Technical Support
**Experience**:Manager and Professional
**Full