Dell Advisor, Command Center in Bangalore, India

Job Description:

Workflow Manager: Monitor and coordinate the daily activities of the workflow and call queues in an assigned work area. Collaborate daily with other workflow facilitators across functional areas, partners, and customers, to meet objectives of the support center. Uses defined protocols and independent judgment to properly escalate more complex issues to appropriate resource or department manager in order to resolve customer issues in the most expedient manner possible. Assist with open case management, field and customer escalations and SLO attainment. Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures. Liaison with peers across product between SSC, CSS, Field, CSTs and CSMs. Champions recommendations to management for change/improvements and execute on approved proposal. Able to lead and direct a workgroup. Promotes teamwork to achieve common goals; while encouraging individual contributions skills

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

Critical Hiring Criteria:

Functional Area(s):

Technical Support

Business:

EMC GES

Business Unit:

200 - STORAGE CORPORATE

Location:

India - Bangalore

AutoReqId:

184770BR