About NetApp
NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.
If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.
Delivery Enablement Manager, Professional Services
Bengaluru, IndiaGDRE Delivery Enablement Analyst, Professional Services, Full-time
As a GDRE (Global Delivery Resourcing and Execution) Delivery Enablement Manager (DEM), you are in a role that is essential to the success of the Global Project Delivery at NetApp. You will deliver outstanding support services to our GDRE Associate Project Manager (APM), Field Project (PM) Manager (FPM), Financial Operations, Resource Managers (RM) and other project stakeholders, including working closely with a team of corporate based Business Analysts and internal IT teams as well as with the end users of the business systems and applications.
This position requires strong process aptitude as well as customer support soft skills. There is a requirement for the person in this role to support other team members in ensuring that the business support provided by the team is timely and complete. This means that the role requires that the person be involved in the provision of daily support activities as the business needs it including working within a ticket tracking application, understanding processes; including the ability to understand the issue and take corrective action as required. This is a challenging position with the opportunity to directly impact customer satisfaction.
In this position, you will also be responsible for coordinating and overseeing professional services projects for NetApp's clients. The ideal candidate will be in charge of managing all project-related processes and internal systems to ensure successful project delivery aligned with organizational objectives and project closure procedures.
The position requires assistance to Project Stakeholders to define the project scope, resource needs, foster effective customer engagement, and oversee collaboration among technical teams.
Essential Functions and Responsibilities include but are not limited to:
- Perform problem analysis, triage, correction of issue, and root cause analysis, including engaging technical resources when necessary
- Proactively improve the user experience by identifying, recommending and implement process improvements to ensure a positive customer experience
- Involvement in support quality management; including metrics analysis, quality checks, and process improvements
- Confirm scope of engagements with customer and account team, obtain timeline and source projects based on skill set requirements and geographic location
- Communication Skills- Able to document clear understanding of the issue and action plans while also providing timely status updates
- Often responsible for non-routine and unstructured tasks, requiring creative solutions
- Ability to work collaboratively in a fast-paced environment and with business maturity to balance demands and changing priorities
- Ability to apply learned experiences and knowledge in solving routine to moderately complex problems
- Effectively communicate with employees in other departments and functions
- Be a proactive contributor and subject matter expert
- Queue management support and assignment
- Training content development and training delivery as required
- Generate team status reports
- Follow up on open items
- Analyze impact of system changes on process, document and communicate the changes
- Basic Microsoft Applications Experience: Excel, Outlook, Word, Power Point
- Own the PS Escalations and be accountable for meeting KPIs of Customer Escalation Process and other functions of Global Customer Experience programs and operations.
Mandatory Requirement
- Should be flexible to work in 24*7 shifts (including weekends). We work in 4 shifts (6 AM to 3PM, 2 PM to 11 PM, 5 PM to 2 AM and 10 PM to 7 AM) at this time, but it is subject to change as per business requirements. The shifts can be rotational or non-rotational and as per the Roster. The candidate should apply for this position only if they are in agreement with the shift requirements.
- Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and ambiguous situations.
- Must adhere to NetApp’s Thrive Together requirements. The current requirement for Bangalore based employees is to work from office for 2 days per week.
- The team is currently undergoing Rebranding; there is possibility that the responsibilities can be revised sooner or later. Candidates should apply if they are adaptive to changing business needs, responsibilities, willing to cross skill, contribute to learning and new process implementations.
- Candidates must demonstrate adaptability and flexibility in assuming new and changing responsibilities and actively contribute to balancing the team's workload.
Key Responsibilities
- Ticket Management and Troubleshooting: Working in Ticket system and managing progress as per Service Level Agreements.
- User Acceptance Testing- Support monthly releases and conduct user acceptance testing on key initiatives
- Project Creation: Creating the PSA projects in Pulse (NetApp custom tool interfaced with Oracle Projects module) according to the guidelines. Send out an email to all responsible Service Coordinators listing the newly created projects for their respective areas.
- Line Splits: Local Country PS Operations will identify a need to split the initial T&M effort over multiple order lines i.e. an order line of 10 days can be split to 2 order lines of 5 days. Once the Sales Order line is adjusted (split to multiple lines) the corresponding PSA Project Task will need to be adjusted/split to reflect correct quantities.
- Transfer of Hours: Time adjustments can be time submissions or transfer of hours. Once the resource is no longer able to submit the time through the timecard tool in Pulse, local coordination can request to have the hours submitted to project tasks on behalf of the assigned resources in Pulse or PSA.
- Cancelation/Credit/Rebill: A compliance report is run in Pulse to check for Sales Orders that have been Canceled/Credited. This report captures any changes to previously booked sales orders in the form of a cancellation, a credit and a credit and re-bill of the Sales Order (line) or a Termination of a service contract (containing installation services). You will be responsible to ensure all pending cancel/credit/rebill/terminations are reflected correctly in the project tasks.
- FPM Support: Assist Field Project Manager in various Pulse Support, resource allocation, tasks and project closure, single POC for transfer of hours, line split, progress tracking and reporting, generating and upload certificate of completion.
- Cx (Customer Experience) Responsibilities: Own the projects, collaborate with teams and meet the KPIs as per Global requirements.
Associate Project Manager Responsibilities:
o Collaborate with cross-functional teams to ensure smooth project execution and resource alignment.
o Work closely with customers and account teams to determine the scope of work and LOE required.
o Work with program managers to obtain dates for scheduling and assist with questions concerning order details.
o Work closely with the resource management team to identify and align skill requirements and resources.
o Drive the delivery of existing PS capabilities through a simplified approach to triage.
Education
- Typically requires a minimum of 3- 5 years of related experience.
- Completed Bachelors or Masters Degree
At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.
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To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.
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Equal Opportunity Employer*
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
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At NetApp, we are committed to fostering an inclusive and accessible workplace where individuals with disabilities can thrive. In alignment with our values, NetApp provides reasonable accommodations and adjustments where possible to qualified applicants and employees with disabilities, in accordance with employment rights and regulations relevant to their country of employment, to ensure equal access to employment opportunities and job performance.
Applicants who would like to request an accommodation or adjustment are encouraged to Contact Us. Each request will be assessed on a case-by-case basis, in accordance with applicable laws and our commitment to equity and belonging within our culture, values and business practices. Requests will be handled confidentially and respectfully, and we will work collaboratively to identify effective solutions.
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We care about your privacy and, therefore, ask that you read our Candidate Privacy Notice before you submit any personal information to us.
NetApp does not carry out any solely automated decision making (i.e. the process of making a decision by automated means without any human involvement) in determining your suitability or eligibility for specific roles.
However, the processing of your personal information is carried out with the aid of manual and automated tools. In particular, NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and/or rank internal employees seeking promotion or other internal mobility. However, our talent acquisition team or our recruiters will ultimately select the candidates for further consideration, following human review of any automated evaluation results and associated underlying documentation (or lack thereof) submitted with the candidates’ application.
An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
Submitting an application
To ensure a streamlined and fair hiring process for all candidates, our team reviews applications submitted through our company website only. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.