About NetApp
NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.
If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. We embrace diversity and openness because it's in our DNA. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.
"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization."-George Kurian, CEO
Job Summary
As TechOps Manager, you will be a leader in our TechOps team who maintain and support our large fleet of cloud hosted Apache Cassandra, Kafka, OpenSearch & other open-source technology clusters. Every day will raise interesting and challenging problems ranging across many different areas such as fleet management, customer support, incident response team & team development. Based from our Bangalore main office, you will be working closely with other teams, including product management, Development Teams & customer success to help drive and shape the way we support our customers.
Job Requirements
1. Lead a team of talented engineers to deliver a very high quality of customer service and outcome, Including performance reviews and other people management activities.
2. Reviewing the teams work demands and support requests on a daily basis, prioritizing them and ensuring timely response are provided to the customer.
3. Ensuring that customer issues are responded to within SLA timeframes through staff training, ongoing queque management, allocation of appropriate resources.
4. Project management of major operational tasks such as cluster migrations and fleetwide upgrades. This includes resource allocation and scheduling.
5. Participate customer calls in different geographies related to the management of major operations.
6. Be aware of conflicting fleetwide operations, and manage these appropriately to
eliminate risk (e.g. fleet upgrades targeted to clusters under migration).
7. Ensuring that defined processes and procedures are adhered.
8. Manage Shift Rostering
9. Participate in our Level 3 on-call roster (Major Incident Manager) which includes rotating weekend coverage and contribute to post incident activities.
10. Maintain an understanding of our product offerings (including Apache Cassandra, Apache Kafka, Apache Spark, and/or OpenSearch) as well as working knowledge of Instaclustr systems.
11. Provide training to new team members and customers in TechOps and Instaclustr operational procedures, and ensure these processes are adhered to.
12. Be a proactive, reliable and supportive member of the TechOps team.
13. Identify and drive the implementation of opportunities to continuously improve TechOps activities through the development and maintenance of tools and procedures and/or working closely with the product engineering team.
Skills
We require you to have the right skills and maintain professional qualifications for the role covering:
1. Leading a technical operations team already or working in operations with over 8 years of overall experience and ready to take on management responsibility
2. Exceptional ability to communicate clearly and professionally in written and verbal English is essential as this role will involve customer interaction.
3. Ability to perform the role as Major Incident Manager
4. Demonstrated excellent experience with managing teams in challenging environments and take measures to keep the team morale high, drive positive
work culture
5. Previous system administration and/or programming experience is preferred
6. Demonstrated ability to multitask, this is a critical attribute to have in this role
Education
BTech/BE in Computer Science, a Master’s degree, or equivalent experience with 8 to 12 years of experience.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
Did you know...
Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.
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