Sr Manager, Worldwide Support

Role overview

Sr Manager, Worldwide Support at Nutanix

Responsibilities

• Drive technical proficiency and customer service excellence through effective staff management, including scheduling and performance evaluations.
• Conduct regular team meetings and performance discussions to foster a culture of continuous improvement and accountability.
• Monitor department operations, generating reports on performance and customer satisfaction metrics for leadership review.

Required qualifications

• Experience in technical engineering for at least 2 years.

Preferred qualifications and skills

• Knowledge of virtualization technologies and related certifications is desirable.

Employment details

• This hybrid role allows for a mix of remote and in-office work, with team members expected to be in the office a few days a week to enhance collaboration and team synergy.
• In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources.
• Location: Bangalore [India]

Application details

• The result is organizations that can rapidly deliver a high-performance IT environment on demand, giving application owners a true cloud-like experience.

About the employer

• Nutanix is a global leader in cloud software and hyperconverged infrastructure solutions, making infrastructure invisible so that IT can focus on the applications and services that power their business.
• Learn more about our products at www.nutanix.com or follow us on Twitter @Nutanix . removed=====---> Hungry, Humble, Honest, with Heart.
• About the Team The Senior Manager, Worldwide Support role will be part of Nutanix's Global Technical Support organization, which is home to a dedicated team of over 300 System Reliability Engineers.

Benefits

• Work Arrangement Hybrid : This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration.

Additional role details

• Who are our employees?
• We’re an eclectic group of 5,000+ dreamers, believers and builders, operating in over 40 countries.
• We’re Hungry.
• Humble.
• Honest.
• With Heart.
• The 4H’s: these are our core values and the DNA of our company.
• They help drive our employees to succeed, to strive to be better, to learn from every experience.
• Our employees are encouraged to have spirited debates and conversations and to think with a founder’s mindset.
• This means we’re all CEO’s of the company and, as such, make the best decision every day that aligns with our company goals.
• It’s through our values, our conversations and mindsets that we can continue to disrupt the industry and drive innovation in the market.
• Who are we in the market?
• Companies around the world use Nutanix Enterprise Cloud OS software to bring one-click application management and mobility across public, private and distributed edge clouds so they can run any application at any scale with a dramatically lower total cost of ownership.
• The Opportunity Are you a hungry, humble, and honest leader with a passion for elevating customer support through technical proficiency and team mentorship?
• If so, you'll thrive in our dynamic environment at Nutanix, where you will lead a talented team of System Reliability Engineers, driving innovation and excellence while collaborating with a supportive leadership team dedicated to your professional growth and the success of our customers.
• This team operates with a strong emphasis on collaboration, innovation, and continuous improvement, fostering a culture that values being hungry, humble, and honest with heart.
• Their mission is to provide exceptional high-end, enterprise-level assistance to customers and partners, ensuring rapid issue identification and resolution while driving technical proficiency and customer service excellence.
• You will report to the Senior Director of Worldwide Support, who maintains a supportive leadership style that prioritizes professional growth and customer success.
• There are no required travel commitments for this position, ensuring that the focus remains on leading the team and providing exceptional support without the need for frequent off-site engagements.
• Your Role Lead and mentor a team of System Reliability Engineers (SREs) to deliver high-end technical support to customers and partners.
• Identify, track, and resolve critical customer issues, collaborating with cross-functional teams and resources.
• Design and implement processes and tools to enhance support functions, ensuring efficient workflow and incident management.
• Engage with regional and corporate management to align support strategies with business goals and challenges.
• Set and achieve first-year objectives focusing on improving support processes and enhancing customer experiences.
• What You Will Bring Bachelor of Science in Computer Information Systems or equivalent experience. 15+ years of experience, including 5+ years in people management within a technical support environment.
• Strong verbal and written communication skills for effective customer interaction.
• Proven track record in delivering results through people and operations management.
• Project management experience with the ability to handle multiple projects and priorities.
• Ability to lead and motivate a team, resolving challenging customer situations proactively.
• Workplace type may vary based on location and team requirements.
• Please speak with your recruiter for details.
• Additional team-specific guidance and norms will be provided by your manager. --