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