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Senior Manager, Technical Support Global Operations

Company: NetApp
Location: Triangle
Posted on: January 15, 2022

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?
Job SummaryAs a Senior Manager of Technical Support Global Operations Team, you thrive as a self-motivated, detail oriented and results driven team player, leading the team by example to create a best-in-class support experience for NetApp customers. -Your mission is to enable the people and technology that keep NetApp Support running. Your team is accountable for all projects, programs, processes and communication for the global support organization. Beyond the day-to-day, the team will contribute to longer-term technical projects, process improvement and the documentation efforts that help to make sure that the delivery teams in technical support have everything they need to be successful. -You will have responsibility for managing a team of project and program managers who manage all processes and systems relevant to NetApp Technical Support. As the senior manager for this team, you will be responsible for setting program goals, plans and schedules, closely monitoring program execution, driving issue resolution and accepting the responsibility for ensuring successful achievement of program goals.Essential Functions:
- - - -Provide management oversight for all technical support project and programs.
- - - -Develop, define and execute project plans, schedules, budgets and deliverables.
- - - -Identify needed resources for projects; define and assign major project roles.
- - - -Monitor the program cycle from initiation through delivery, interfacing with cross-functional teams.
- - - -Assign and monitor work of program management professional staff, providing technical support and direction.
- - - -Select, develop, and evaluate personnel to ensure the efficient operation of the function.
- - - -Keep Technical Support leaders informed of key issues and changes which may impact expected business results.
- - - -Ensure that projects adhere to the company processes and initiate process improvements as needed.
- - - -Assume responsibility for results, including costs, methods and staffing.This opportunity can be located in Research Triangle Park (RTP) NC, Sunnyvale/San Jose CA, or Wichita KS.Job Requirements- - - -A minimum of 10 years of experience as an individual contributor and 2 -to 5 years as a people manager is required. -- - - -6 to 8 years working in technical support - has a strong understanding of the technical support business
- - - -Experience building and leading regionally or globally distributed teams, as well as hiring and developing talented and motivated professionals.
- - - -Experience leading people through change while maintaining the ability to adjust to rapidly changing technology and make decisions with limited information.
- - - -Experience with identifying opportunities to improve team efficiency and effectiveness through automation.
- - - -Ability to prioritize and manage across multiple, often time-sensitive initiatives.
- - - -Excellent organizational, communication, leadership and customer service skills.
- - - -Excellent oral and written communication skills, especially presentation skills.
- - - -Excellent analytical, problem-solving, negotiation, and organizational skillsManagement and Interaction:
- - - -This position is responsible for managing many tasks within a large group or department.
- - - -The potential impact of decisions made by this individual will be mostly operational with some financial.
- - - -This individual will apply attained experience and knowledge to address issues that are diverse in scope and resolve problems through short- and mid-term planning.- - - -This individual must work effectively with Staff to Vice President level employees and employees within and outside of their department and function. -- - - -Utilizes people skills and available manager tools to positively impact the development of subordinates within their role and career.
- - - -This individual must demonstrate favorable results through providing leadership to function and to staff.Education- Typically requires a Bachelor's degree and a minimum of 10-15 -years of related experience, including at least 2-5 years of people management experience; or equivalent combination of relevant education/training/technical certifications and applicable professional work experience- Clearly identifiable -experience in a people management role with direct reports is required- -Demonstrated ability to manage multiple projects is required
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.

U.S. Residents Only: As a U.S. federal contractor, in accordance with President Biden's recent Executive Order for U.S. federal contractors, all U.S. employees of NetApp must be fully vaccinated against COVID-19 if they work at a Company location or remotely. If there is a medical or religious reason preventing you from receiving the COVID-19 vaccination, you must request and be approved for one of the legally acceptable exemptions.

Keywords: NetApp, Alexandria , Senior Manager, Technical Support Global Operations, IT / Software / Systems , Triangle, Virginia

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