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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. We embrace diversity and openness because it's in our DNA. 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.
"At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization."-George Kurian, CEO
Mgr, Technical Programs
Bengaluru, Karnataka, IndiaJob Summary
As Manager, GSSC you will manage a team focused on the delivery of 24X7 Managed Services projects forNetApp Global Services and Solutions Center (GSSC). These teams are responsible for planning and managingprograms to meet service delivery, quality and cost goals. You are responsible for setting program goals, plansand schedules, closely monitoring program execution, driving issue resolution and accepting the responsibility forensuring successful achievement of program goals. Essential Functions: - Provide management oversight to thetechnical team of professionals from Global Services and Solutions Centre (GSSC). Identify needed resourcesfor projects, define and assign major project roles. - Monitor the program cycle from initiation through delivery,interfacing with external customers or field-based employees on technical matters, as needed. - Assign andmonitor work of GSSC Managed Services team technical staff, providing technical support and direction.- Select,develop, and evaluate personnel to ensure the efficient operation of the function.- Keep senior managementinformed of key issues and changes which may impact expected business results.- Ensure that projects adhereto the company processes and initiate process improvements as needed.- Assume responsibility for results,including costs, methods and staffing, quality of service delivery and continuous improvement.
Job Requirements
Drive business outcomes, services and solutions to our Managed Services customers
• Responsible for Team SLA, SLO and established KPIs
• Ability to drive a high-performance team to deliver consistent value to customer.
• Own employee engagement, retention, hiring for your team.
• Stakeholder communication, Collaboration and Team Development.
• Develop and maintain partnerships with third-party resources, including vendors and suppliers.
• Risk Management, Documentation, Compliance and Regulatory adherence.
• Owner for skill building, creating individual development plans for your team members.
• Own employee engagement, retention, hiring for your team.
• Experience sharing feedback on improvement areas and bringing continuous improvement in service
delivery.
• Owner of the special project assignments, Incident, Problem, Service Request, Change and Escalation
processes, ensuring high levels of performance in these processes, accurate reporting and establishing
service improvement activities when required. As Owner of the escalation process, the Service Delivery
Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective
communication to stakeholders and post incident review.
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in
place and followed. Drive internal and third-party service review meetings covering performance, service
improvements, quality, and processes. Raise internal awareness of customer impacting bugs and/or
issues and drive the appropriate prioritization for fixes and/or responses
• Hands-on experience in leading project and delivery management.
• Service Management or Support in a large-scale and diverse environment of Incident management,
Problem management, Change Management, Event and Service Request management, escalation
procedures and related disciplines. Experience in Agile and/or DevOps methods and tools
• Expert knowledge of ITIL disciplines. Very Good understanding of Storage, Backup, Virtualization and
Cloud technologies
• 24x7 shift support, supporting the 24x7 managed services projects
• Flexible with timings based on projects managed.
• Available for off-hours calls when needed
Education
Bachelor’s or Master’s Degree in Engineering or Science
• 10+ years of experience working in a customer-facing service delivery/technical/account /project
management role with a high level of accountability.
• 5+ years of experience in Project Management, Customer-facing technical leader role
(design/implementation/ consulting/Managed Services) at a Cloud services provider or Managed
services provider
• Technical Program or Project Management experience in handling IT Infra or Data Storage projects.
• 2 years of people management and team management experience leading high-performance teams for
large enterprise customers.
• ITIL and any Project Management certifications (such as PMP, CSM, PRICNE2) will be preferred.
Strong Project Management skills and Process knowledge around ITIL-based MS delivery are a must-
have.
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.
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?
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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Diversity, equity, inclusion, and belonging
We are a collection of diverse people from around the world with our own individual stories. We share the drive to create innovative, world-class products. We're One NetApp, and we find strength in celebrating our individuality.
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The NetApp Entry Level Careers Program is designed to help you grow your career, sharpen your skills, and foster meaningful relationships. When you join the Program, you join a diverse, global community where innovative ideas flourish.
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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.
Reasonable accommodation
If you are an applicant with a physical or mental disability requiring an accommodation, or you require a religious accommodation for any part of our application process, please email gdib@netapp.com. Each request for reasonable accommodation will be considered on a case-by-case basis, consistent with applicable laws and regulations. Please note, this email address is only for accommodation requests; we do not accept unsolicited resumes.
Data privacy
We care about your privacy and therefore ask that you read our Applicant Privacy Policy (PDF) before you submit any personal information to us.
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.
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
*Applies to applicants for employment in the United States.