Support Infrastructure Program Manager
Support Infrastructure Program Manager
Hungry, Humble, Honest, with Heart.
The Opportunity
Are you an experienced program manager with a strong background in optimizing infrastructure and a passion for cross-functional collaboration? If so, joining our dynamic Global Support Organization at Nutanix offers you the opportunity to lead transformative initiatives that enhance our lab environments and drive exceptional customer support, all while being part of a collaborative team dedicated to operational excellence and innovation.
About the Team
This role is part of a dynamic and dedicated Global Support Organization at Nutanix, located in Bangalore. The team is characterized by its collaborative culture that emphasizes operational excellence and innovative problem-solving. Committed to enhancing the customer support experience, the team strives to optimize processes, tools, and metrics to ensure seamless service delivery. The mission of this team is to drive efficiency and elevate customer satisfaction in every interaction, reflecting Nutanix's dedication to delivering exceptional support for its enterprise software products.
You will report to the leader of the PMO Organization in Worldwide Support, who fosters collaboration and empowers team members to take initiative, ensuring that all team efforts are aligned and effectively contribute to overarching goals. The work setup for this role is hybrid, requiring team members to be in the office a few days each week, balancing in-person collaboration with the flexibility of remote work.
This role does not require any travel, allowing you to focus on your responsibilities from the comfort of your designated work environment.
Your Role
- Design and implement programs to enhance service delivery and operational efficiency in the support organization.
- Oversee lab transformation initiatives, managing the lifecycle of software and hardware from procurement to EOSL replacement.
- Monitor and optimize lab asset utilization, ensuring alignment with global support goals.
- Implement workflows and operational processes that improve lab access, equipment reservation, and performance tracking.
- Collaborate with cross-functional teams to prepare lab environments for New Product Introductions (NPI) and ongoing support needs.
- Develop performance metrics and reporting frameworks to analyze lab utilization, uptime, and infrastructure ROI.
- Act as the primary liaison for stakeholder engagement, facilitating communication regarding lab roadmaps and procurement status.
- Drive continuous improvement initiatives based on data-driven insights into equipment performance and utilization trends.
What You Will Bring
- 5+ years of experience in program management or operations management within a support or enterprise software organization.
- Strong problem-solving and critical-thinking abilities with a focus on operational efficiency.
- Excellent organization, time-management, and communication skills for effective stakeholder management.
- Proficiency in tools like Salesforce, Jira, ServiceNow, and Confluence.
- Familiarity with frameworks like ITIL or customer support best practices, and process improvement methodologies (e.g., Lean, Six Sigma).
- Technical background or familiarity with enterprise software products and their support needs.
- PMP, PRINCE2, or similar project management certifications are a plus.
- Ability to lead and influence cross-functional teams without direct authority.
Work Arrangement
Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.
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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].