Job Description
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
As a Senior Technical Support Manager, you will focus on driving excellent customer experience by delivering diagnosing, troubleshooting, and repairing complex solutions, software systems/applications or cloud services. You will be responsible for a team of technical support managers.
• Manages engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software.
• Establishes and maintains lines of communication and escalation with Technical Support L2 teams on design, reliability, and maintenance issues.
• Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
* This opportunity is based in Cork, Ireland. The position reports to a Director *
Job Requirements
• This position is responsible for managing many tasks for multiple large groups, a department or departments, or a function within a country or global geographic area.
• The focus of this role is on creating and influencing strategy and policy.
• The potential impact of decisions made by this individual has significant operational or financial impact.
• Capable to identify customer self-services and enablement opportunities.
• This individual will apply in-depth knowledge to solve broad issues in scope and establish medium to long- range plans.
• This individual must work effectively with Staff to Vice President and Customer Executive Levels
• Customer service experience working with customers in high stress or ambiguous situations on complex problems.
• An understanding of the product development cycle, technical requirements, and project management.
• Experience with, or overall understanding of:
– Compute, Storage, Hardware
– Networking (SAN/NAS) such as NFS, remote file sharing protocol, CIFS Windows remote file sharing, TCP/IP networking, RAID etc
– Understanding of Cloud Services
– Virtualization and Container Technology
• A strong understanding of concepts related to computer architecture through implementation.
• Experience with developing budgets and predicting project costs.
• A demonstrated ability to manage professional-level employees.
Education
• BS/BA degree or equivalent related education/training/certifications and experience
• 10+ years of applicable industry experience including a minimum of 5 years of people management experience with direct oversight of direct reports.
• Additional language skill ( German, French, Spanish, Italian, Hebrew) is an advantage.
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.
