Resolution Manager - WW Support

Product Support Bangalore, India Req.Num.: N1194

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Hungry, Humble, Honest, with Heart.
The Opportunity
Here at Nutanix we ensure the success of our groundbreaking technology through cluster health monitoring, quick response time, and unparalleled customer obsession. We are looking to expand our world class team with customer focused individuals driving critical issues to closure. Collaborating alongside our top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our way. 
Nutanix is seeking a well-rounded senior customer facing Resolution Managers to lead collaboration among key internal and external stakeholders to ensure customer success. 
About the Team
The team this role will be part of is the Resolution Management team, located in Bangalore, India. This dynamic team is dedicated to ensuring customer success by efficiently managing critical incidents and collaborating closely with global partners. The culture within the team emphasizes collaboration, inclusivity, and continuous learning, fostering an environment where team members feel valued and empowered to share ideas. The mission of the Resolution Management team at Nutanix is to provide exceptional support during critical incidents, ultimately enhancing the customer experience and driving long-term success.
 
Your Role
  • Triage and manage critical incidents to ensure timely customer success and satisfaction.
  • Collaborate with a global team of Resolution Managers to create and implement effective action plans.
  • Deliver clear and concise internal and external communications throughout the incident lifecycle.
  • Develop technical knowledge of Nutanix’s products to effectively advocate for customer needs.
  • Conduct post-assessment reviews to identify areas for improvement in processes and products.
  • Build relationships with technology partners to enhance resolution strategies and improve ecosystem performance.
  • Establish performance metrics and reporting for trend analysis to drive long-term planning.
  • Mentor junior team members and promote a culture of continuous learning and development within the team.
What You Will Bring
  • Bachelor of Science in Computer Information Systems or equivalent experience.
  • Minimum of 3 years in escalation, technical support, or customer management in an enterprise environment.
  • Strong verbal and written communication skills for effective customer and stakeholder interactions.
  • Ability to triage critical incidents and develop actionable plans for customer success.
  • Experience in managing multiple critical incidents concurrently and collaborating with cross-functional teams.
  • Technical understanding of Nutanix’s product suite and related technologies (VMware, Citrix, Microsoft).
  • Strong problem-solving abilities and attention to detail in high-stress situations.
  • Exemplary customer service attitude with a focus on customer advocacy and satisfaction.
  • You will be required to work APAC hours (6:00 AM IST - 3:30 PM IST)

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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].

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