Job Summary

  • SAM Major Incident Manager combines strong customer relationship and crisis management skills with technical competencies to deliver the highest level of support service to Enterprise customers
  • In collaboration with other NetApp support Functions, the SAM Major Incident Manager, oversees optimal delivery of support activities for the customer and ensures effective crisis management and stakeholder communication in case of disruptions
  • The SAM Major Incident Managers role is critical to NetApp’s continued success to strengthen the relationship with the customer, build their trust and help increase their loyalty
  • Act as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Technical issues/cases/incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues
  • 24x7 SAMs after business hours coverage for P1, Critical P2s & P3s
  • Periodic updates to internal and/or external stakeholders
  • Executive leadership communications during critical incidents
  • Raising the visibility within NetApp internal teams (Technical Support, Logistics, Engineering. Etc)
  • Coordinating timely critical part replacements and proactive license activation
  • Document troubleshooting steps & case resolution details in the KB
  • Regular connect with SAMs globally to understand client & account dynamics

Job Requirements

- Willing to work in 24x7 rotational shifts

- Excellent written and verbal communication skills

- Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and/or challenging situations

- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment

- Mastery of escalation management through full management spectrum at customer and internal by collaborating & interacting with Critical Case Team and Critical Account Program level teams, Engineering Product Support and Engineering

- Ability to follow standard processes and best practices

- Must have knowledge on Storage hardware and (Knowledge on NetApp E-Series, FAS and EMC storage is an added advantage)

- Basic knowledge on protocols (FC, iSCSI, FCOE, TCP/IP) is an advantage

- Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management

- Technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. Sufficient technical skills to obtain NCDA certification.

- Able to independently drive escalations, involving higher management at NetApp and customer, ensure effective stakeholders interactions

- Able to participate/contribute to initiatives and trainings to develop an area of specialization

- Able to initiate customer centric processes & innovation plans

Education

- Minimum of 3 years of relevant experience is required. 5+ years of experience is preferred.

- A Bachelor of Science Degree in Electrical Engineering or Computer Science, or related field; or equivalent experience is required

- Demonstrated ability to have completed multiple, moderately complex technical tasks

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.

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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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