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NetApp Inc

NetApp creates innovative products—storage systems and software that help customers around the world store, manage, protect, and retain one of their most precious corporate assets: their data. We are recognized throughout the industry for continually pushing the limits of today’s technology so that our customers never have to choose between saving money and acquiring the capabilities they need to be successful.We always find ways to enable our customers to do things they couldn’t do before at... Read More

Address      495 East Java Drive Sunnyvale, CA 94089 USA
Website      www.netapp.com/us/
Holding      No Holding Details

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Critical Case Manager

As a NetApp Global Services Critical Case Manager you participate in providing case management services for cases deemed critical to customer need and / or satisfaction. Supporting Global Customers for problem resolution and will require working in all time zones at times. The Critical Case Manager will have overall responsibility for the expedient and successful resolution of all cases they are assigned. Assembling a virtual technical team that is engaged and cognizant of the priorities of the case is also a key element of this position. As a Senior Critical Case Manager working with internal cross-functional teams and high profile customers, you will need excellent negotiation, conflict management, and communication skills. Essential Functions: Critical case managers at this level are responsible for the successful resolution of cases escalated to the group. Specific responsibilities of the position include: On-Call availability will include off-hours, weekends, and holidays. Establishing regular (daily) communications with the customer outlining the progress made toward problem resolution. Customer call frequency can be dictated by the customer in cases where more frequent updates are required / demanded Working with Technical Support Engineers, Escalation Engineers, Critical Problem Engineers and Specialization Engineers, to develop and maintain action plans referencing the steps required to determine problem root cause and resolution. The plan will include all steps necessary to determine root cause, workarounds, and clearly specify the exit criteria as agreed to with the customer. Engaging higher levels of technical and management resources when necessary to expedite the resolution of customer problems. In cases requiring 24x7 efforts, establish staff scheduling to insure adequate coverage. Insure all internal databases are updated to reflect work performed, duration, and lessons learned. Keep senior management informed of key issues and changes which may impact expected business results. Drive continuous improvement in processes and product quality by developing and facilitating Critical Case Team engagement lessons learned discussions with the appropriate teams. Serve as Critical Case Team liaison for assigned specialization BU sharing information regarding new and existing product developments. Education & Experience: - A minimum of 8 years of experience is required. 9 to 11 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, complex technical projects. NetApp creates innovative storage and data management solutions that help accelerate business breakthroughs and deliver outstanding cost efficiency. Our dedication to principles of simplicity, innovation, and customer success has made us one of the fastest-growing storage and data management providers today. Customers around the world choose us for our 'go beyond' approach and broad portfolio of solutions for business applications, storage for virtual servers, disk-to-disk backup, and more. Our solutions provide nonstop availability of critical business data and simplify business processes so you can deploy new capabilities with confidence and get to revenue faster than ever before. You can rely on our industry-leading solutions to lower the cost of protecting your data, business, and reputation. We bring together the industry's best partners and technology to deliver services that help you maximize what you are getting from your infrastructure. Our collaborative approach, working as one team with one goal, means that you get a solution that is just right for you - on time and on budget. To support your global business, we provide highly-responsive support in local languages. From London to Austin, from Bangalore to Tokyo, well work with you to solve your problems and help you reach your goals. Discover our passion for helping companies around the world go further, faster at www.netapp.com. To learn more about NetApp employee benefits go to: http: / / www.netapp.com / jobs / benefits.html NetApp is an equal opportunity employer. Desired Profile Requirements: - Strong oral and written communication skills. - Ability to work collaboratively, and act in a lead role as a subject matter expert, within a team environment to meet aggressive goals and pre-defined measurement criteria. - Familiarity with the basic concepts of hardware and software development. - Strong aptitude for learning new technologies and utilizing project management applications. - Creative approach to problem solving. - Program Management experience. Responsibility and Interaction: Responsibility: - The tasks this individual is responsible are often unstructured and the issues addressed are less defined requiring new perspectives and creative approaches. - This individual will apply attained experiences and knowledge in solving problems that are complex in scope requiring in-depth evaluation. - Demonstrate good judgment in solving problems as well as identifying problems in advance, and proposing solutions. Interaction: - This individual must work effectively with Staff to Vice President level employees within the function, across functions and with external parties. - Limited supervision and direction is provided, as this individual can operate and drive results and set priorities independently. - The ideal candidate will be a proactive contributor and subject matter expert. - To be successful, this individual must demonstrate favorable results through regular leadership and influencing others. Experience 10 - 15 Years Industry Type IT-Software / Software Services Role Assistant Manager/Manager-(NonTechnical)

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Vacancy type:

Full Time

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Contact Name:

Rehan zaidi

Job Duration:

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