Resolution Manager
- Triage and manage critical incidents to ensure timely customer resolution and satisfaction.
- Collaborate with global teams to develop and implement effective action plans for incident management.
- Maintain clear and concise communication with internal and external stakeholders throughout the incident lifecycle.
- Develop technical expertise in Nutanix products to advocate effectively for customer needs.
- Conduct post-assessment reviews to identify areas for process and product improvement.
- Build and nurture relationships with technology partners to enhance resolution strategies.
- Establish performance metrics and reporting for trend analysis to inform long-term planning.
- Mentor junior team members, promoting a culture of continuous learning and team development.
- Strong triage skills for managing critical incidents and ensuring timely resolution.
- Excellent verbal and written communication skills for effective stakeholder interaction.
- Minimum of 3 years of experience in escalation, technical support, or customer management.
- Bachelor of Science in Computer Information Systems or equivalent experience preferred.
- Technical understanding of virtualization, networking, and storage technologies, especially Nutanix products.
- Ability to develop actionable plans and collaborate with cross-functional teams.
- Strong problem-solving abilities with attention to detail in high-stress environments.
- Exemplary customer service attitude with a focus on customer advocacy and satisfaction.
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Nutanix is an equal opportunity employer.
Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [email protected].