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 Manager's role is critical to NetApp’s continued success to strengthen the relationship with the customer, build their trust and increase loyalty 
• Act as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues. 
• Technical issues can range from hardware/software issues with NetApp systems to multi-system, multi-vendor interoperability issues 
• 24x7 SAMs after-hours coverage for P1, Critical P2s & P3s 
• Periodic updates to stakeholders 
• Executive leadership communications during critical incidents 
• Raising visibility within internal teams 
• Coordinating timely critical part replacements and license activation 
• Document troubleshooting steps 
• Regular connects with SAMs globally 

Job Requirements

• Willing to work in 24x7 rotational shifts 
• Excellent written and verbal communication skills 
• Strong customer service and crisis-handling capability 
• Strong aptitude for learning new technologies 
• Mastery of escalation management across customer and internal teams 
• Ability to follow standard processes and best practices 
• Knowledge on storage hardware (NetApp E-Series, FAS, EMC advantage) 
• Basic knowledge on protocols (FC, iSCSI, FCOE, TCP/IP) 
• Ability to manage high-pressure situations and priorities 
• Technical knowledge in Storage/Virtualization (NCDA required) 
• Able to independently drive escalations and stakeholder interactions 
• Able to contribute to initiatives and trainings 
• Able to initiate customer-centric innovation 

Skills & Competencies: 

TEAMWORK & ADAPTABILITY: 

• Mentor junior team members 
• Timely completion of learnings and assignments 
• Escalation Management: stakeholder management, availability for internal consults 
• Open to feedback; growth mindset 
• Available to back up peers based on bandwidth 

COMMUNICATION: 

• Independently present to cross-functional teams and customize and relay messages to different audiences 
• Understand and articulate stakeholder perspectives 
• Maintain steady tone and approach during pressure situations 
• Crisis communication and active engagement on customer/internal calls 

CONSISTENCY: 

• Deliver high-quality outputs with minimal supervision 
• Stay up to date with tools/technologies/processes 
• Identify discrepancies proactively and recommend fixes 

GO BEYOND: 

• Participate in projects benefiting broader team/org 
• Coordinate with engineering/support/product teams for holistic resolution 

LEADERSHIP: 

• Share knowledge and best practices 
• Guide problem-solving approaches; review teamwork 
• Lead by example in communication, professionalism, customer focus 

ACCOUNTABILITY / OWNERSHIP: 

• Accountable for outcomes ensuring team success, not just individual 

TEAMWORK & ADAPTABILITY: 

• Mentor junior team members 
• Timely completion of learnings and assignments 
• Escalation Management: stakeholder management, availability for internal consults 
• Open to feedback; growth mindset 
• Available to back up peers based on bandwidth 

COMMUNICATION: 

• Independently present to cross-functional teams and customize and relay messages to different audiences 
• Understand and articulate stakeholder perspectives 
• Maintain steady tone and approach during pressure situations 
• Crisis communication and active engagement on customer/internal calls 

CONSISTENCY: 

• Deliver high-quality outputs with minimal supervision 
• Stay up to date with tools/technologies/processes 
• Identify discrepancies proactively and recommend fixes 

GO BEYOND: 

• Participate in projects benefiting broader team/org 
• Coordinate with engineering/support/product teams for holistic resolution 

LEADERSHIP: 

• Share knowledge and best practices 
• Guide problem-solving approaches; review teamwork 
• Lead by example in communication, professionalism, customer focus 

ACCOUNTABILITY / OWNERSHIP: 

• Accountable for outcomes ensuring team success, not just individual 

Experience and Education: 

NETAPP TECHNOLOGY: 

• Differentiate NetApp offerings across hyperscaler 
• Recommend NetApp products/tech appropriately 
• Proficient in NetApp tools/technologies 

STORAGE TECHNOLOGY: 

• Good understanding of storage, compute, network & virtualization 

CERTIFICATIONS: 

• NCDA 
• AI 

TECH SESSIONS: 

• Participation and delivering in Knowledge Sharing Forums and cross-collab sessions relevant to current technology 

QUALIFICATIONS:

• Minimum 3 years relevant experience (5+ preferred) 
• Bachelor's degree or equivalent experience 
• Experience handling moderately complex technical tasks