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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. 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.
Support Account Manager
Bengaluru, IndiaJob Summary
The Support Account Manager (SAM) Technical Analyst combines strong relationship and technical competencies to deliver the highest level of service to internal and cross functional teams and the end customer, with the aim to realize the maximum value of their NetApp solution and minimize disruption to the customer’s operations.
In close collaboration with other parts of NetApp, the SAM Technical Analyst will collaborate with the lead SAM on the account by generating and analyzing reports, preparing customer facing review material, cross referencing best practice recommendations including interoperability matrix (IMT), and performing bug scrubs. Under the guidance of the lead SAM, many SAM Technical Analysts may be required to review reports and provide guidance and recommendations to end customers.
In partnership with the lead SAM and the account team, the Technical Analyst actively drives pre-emptive and preventative recommendations which are tailored to the customer’s business needs and technical environment, built on NetApp’s AutoSupport technology.
The SAM Technical Analyst role is critical to NetApp’s continued success to deepen the relationship with the customer, build their trust in our solutions and increase their loyalty.
Essential Functions:
The SAM Technical Analyst’s work with NetApp customers and Account/Sales Teams, by providing expertise in the following areas:
• Responsible for generating, analyzing and reporting customer data from various enterprise sources.
• Provide informed strategic planning, storage support best practices and upgrade advice.
• Understands the customers' environment and apply NetApp knowledge to improve the overall support experience.
• Maintain customer install base information in NetApp system of record up to date.
• As needed, partner with lead SAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations
• Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, the SAM consults and provides deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution.
• The SAM Technical Analyst influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations
• Identify opportunities to improve and enhance technical analysis and representation of customer recommendations.
• Manage special projects as assigned by management to meet customer and cross-functional team needs.
Job Requirements
Excellent written and verbal communication skills
• Work hour requirements dependent on customer time zone alignment.
• Strong Microsoft Office skills (Excel, PowerPoint …)
• Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management
• In-depth technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. NCDA certification or ability to obtain a plus
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
• Understand technical risks and supportability parameters
• Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings under the guidance
of the lead SAM.
• Able to work as buddy for new hires, coach on standard job tasks • Able to participate and contribute in cross-functional teams and subject matter expert teams
• Able to participate/contribute to initiatives and training to develop an areas of specialization
Responsibility and Interaction
Responsibility
The types of tasks this individual is responsible are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving complex problems.
Interaction
Engages with all levels of staff within associated business functions
Interacts primarily with Staff to Director level employees within the function.
Education
6-9 years of relevant experience is preferred.
- A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field experience is required.
- Prior experience in a Support role would be desired.
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.
Submitting an application
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.
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 careers@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 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 only reviews applications submitted through our company website or to our careers@netapp.com email address as outlined above. 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.