Meet the Hiring Manager

Meet the Hiring Manager: Donal Hosey, Senior Manager Technical Support, VMware Global Support Services

Our Meet the Hiring Manager series allows you to get to know the people who grow teams at VMware. You’ll learn about our hiring managers’ career paths and what they look for in candidates during the interview process. This week we’d like you to meet Donal Hosey who is based in Ireland.

  • Job title: Senior Technical Support Manager
  • Years at VMware: Seven years
  • First job: During school, I worked in a mini-department shop in my hometown of Gorey, Wexford. We sold everything from toys to sports, to newsagent items. It was a great customer service learning experience and taught me how to deal with the unexpected. After college, my first real job was working in technical support for a payroll software company.
  • Fun fact: In my first support role, I asked the customer for their backups (It was a floppy disk system, I am dating myself!) and the client produced a folder of photocopies of the data disk, taken every evening as requested. “I was told to make a copy of the data disk every night”, a clear instruction but open to interpretation!
  • Favorite social distancing activity: Sitting on our deck at home in the evening with a nice cold beer after completing work for the day.

VMware Careers: Tell us about your career journey to date? 

Donal: I’ve worked in IT over the last 30+ years. I began in technical support roles and then moved into project and people management roles. I’ve worked for the Musgrave Group, Areva Group, Amazon and for the last seven years, I’ve worked here at VMware, starting as a weekend Support Manager. Working weekends was a great way to learn VMware’s business as invariably all products and issues arise at weekends, being able to adapt to handle and resolve these situations was a fantastic challenge. Since then, I have supported End User Computing, America’s compute support teams as both a TSM and a Senior TSM. I now work with the EMEA compute Premier/Success 360 and Production teams with over 60 excellent Technical Engineers, and we are looking for more to join us!

VMware Careers:  How is VMware different from any other tech company you have worked for in the past?

Donal: VMware is a very dynamic place to work. It’s fast-paced with constant growth, change, and development. If you are looking to grow your career, then VMware can and will support you through certification, personal and educational development, and many career development opportunities.

Companies talk about having a great culture but VMware employees live by our EPIC2 values which supports a fantastic culture across the company and within the communities where we operate. We support many local charities, schools, and organizations not just financially but also with our time through our service-learning program, which is a great support to our communities but a huge positive for all employees who participate.

We have been working from home during the pandemic and now factor WFH as part of our future of work initiative, which makes VMware an excellent choice for existing and future employees who want the benefit of choosing how to work to help them achieve a better quality of life.

VMware Careers: What gets you out of bed in the morning?

Donal: I enjoy what I do, that to me is the most important motivator. I love the fast-paced and ever-changing world that is VMware. We work with many of the biggest companies in the world supporting their complex IT environments, so you never know what the day will bring you. Boredom is never an issue with us!

VMware Careers: What has been the biggest lesson you have learned as you moved upwards in your career?

Donal: Having delivered training during my career, the biggest lesson for me is not to be afraid to ask questions, the only stupid question is the one not asked. If you are not sure, or not clear about something, ask the question to clarify. I try to encourage my teams to ask questions, to challenge and clarify, as ambiguity is the enemy of progress.

VMware Careers: What makes the team you lead so effective?

Donal: We work with many different customers each day across the globe, on a variety of challenges. Communicating clearly with these customers and with our colleagues is key to our success and ensures we are effective. We strive to fix once and solve for many, by documenting solutions through knowledge-based articles and communities while working with engineering teams to ensure code fixes are identified and applied. This leads to many opportunities across multiple teams with different skills sets being required for these interesting and challenging roles.

VMware Careers: If someone reading this was coming to interview with you tomorrow what interview tips would you give them?

Donal: I’ve worked with many different types of support engineers over my years in IT, the best engineers are those who have a mixture of good technical knowledge with great customer handling skills. One of the best engineers on my team is not technically the strongest, but consistently brings in great feedback from delighted customers. Bringing a great approach to supporting customers and a willingness to learn new and challenging technologies will help make a candidate stand out for me.

Could you see yourself working for a manager like Donal? Check out the list below of open opportunities on his team!

Senior Premier Services Technical Support Engineer – Opportunity for Working Remotely

Technical Support Engineer

Technical Support Engineer (German speaker) – Opportunity for Working Remotely

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