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NGS Project Manager

2 months ago

Durham, North Carolina, United States NetApp Full time

Job Summary

This role is responsible for combining 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 Manager's role is critical to NetApp's continued success in strengthening the relationship with the customer, building trust, and increasing 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.

Key Responsibilities

• 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.

Requirements

• Minimum of 2 years of relevant experience is required. 2-5 years of experience range 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.

NetApp