About NetApp

　　We're forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can't do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it's in our DNA. We push limits and reward great ideas. What is your great idea?

　　"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

　　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

　　24x7 P1S1 Case Management for all the customers

　　Periodic updates to internal and/or external stakeholders

　　Executive leadership communications during critical incidents

　　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

　　Proficiency in German, French, Spanish, Italian or Japanese language is a value ad

　　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

　　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?

　　In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world's biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.

　　We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future.

　　If you run toward knowledge and problem-solving, join us.

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