Manager, Worldwide Support en Nutanix
Nutanix · Pune, Indien · Hybrid
- Senior
- Oficina en Pune
- Lead and manage a team of System Reliability Engineers (SREs) to deliver high-level technical support.
- Establish staff schedules and ensure optimal support availability and effective response.
- Conduct regular team meetings and performance evaluations to enhance team development.
- Design and implement processes to improve operational efficiency and incident management.
- Drive resolution of critical customer issues through collaboration with engineering and sales teams.
- Monitor performance metrics to uphold a high standard of service delivery.
- Set clear objectives for the team and individual members aligned with organizational goals.
- Participate in strategic planning to identify process improvements in the support function.
- 15+ years of experience in technical support, including 5+ years in a people management role.
- Bachelor of Science in Computer Information Systems or equivalent experience.
- Strong verbal and written communication skills for effective engagement with customers and team members.
- Proven leadership experience with a successful track record in team management and driving results.
- Technical expertise in virtualization technologies (e.g., VMware) and familiarity with storage and networking concepts.
- Project management skills with the ability to manage multiple priorities and complex projects.
- Proficient in implementing processes and tools to enhance operational efficiency and incident management.
- Ability to foster collaboration across cross-functional teams and drive innovation in support methodologies.
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