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VMware Incident Manager - Premier Services - Opportunity for Working Remotely in Boulder, Colorado

Incident Manager – Premier Services

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


  • Act as a primary POC (point-of-contact) for our VCPP customer base for any high priority SRs

  • Build close relationship with relevant support departments to ensure that service is being delivered to our customers

  • When managing high severity SR, advocate for customer’s fastest issue resolution and mitigation Setup and manage regular SR reviews with the customer as needed based on requirement

  • Be regional POC in driving any escalated, high level issues on behalf of the customer ensuring that all relevant stakeholders are kept up to date.

  • Work with GSS (Global Support Services) management team to help design, develop and implement processes and systems to enhance the technical support function.

  • Be an advocate for the Premier Partners.

  • 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

  • Experience in the software industry within technical support

  • Previous experience in incident / escalation management preferred

  • Operational experience with understanding of metrics and reporting

  • Efficient written, verbal communication and presentation skills

  • This job requisition is not eligible for employment-based immigration sponsored by VMware

  • This role is flexible and can be done from home, in an office, or a combination of the two anywhere in Colorado

For positions located in Colorado: This position is a non-exempt role starting at $35.10/hour ($73,000/year) is based on 2080 hours worked (standard for a calendar year) for this position. Bonus, commission, and/or equity may be eligible for this position. Additional benefits for this position can be found at *Note: Disclosure of Colorado pay and benefits required per sb19-085.

Category : Client Support

Subcategory: Technical Support

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2021-04-07

Global Services: The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. The GSS team supports the entire suite of VMware products for global customers and partners. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the “best of the best” supporting business-critical applications in a virtual infrastructure. What’s in it for you? The entire VMware team has created a unique business environment -- one of energy, creativity, and collaboration The atmosphere is fun, casual, and inviting, in keeping with VMware's roots as a successful entrepreneurial startup We are guided in our efforts by a strong set of corporate values: Excellence and innovation Straightforwardness and open communications A sense of fun and an appreciation of a balanced life Delivery on our promises to our partners, our customers, and ourselves A passion for what we do and the value we deliver

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at

Equal Employment Opportunity Statement: 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.