Resolution Manager

1 week ago

Bengaluru, Karnataka, India Nutanix Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a customer-focused problem solver who thrives in high-pressure situations and is passionate about ensuring customer success? If so, you'll want to join our dynamic Resolution Management team at Nutanix, where you'll collaborate with industry-leading professionals to tackle critical incidents and enhance customer experiences while fostering a culture of inclusivity and continuous learning.

About The Team
The role is part of 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.

You will report to the Sr. Manager, Worldwide Support, who leads with a focus on empowerment and collaboration, fostering a supportive atmosphere where team members are encouraged to develop their skills and share their insights. The work setup for this role is hybrid, requiring the hire to go into the office a few days each week to promote teamwork and facilitate effective communication.

This role does not require any travel, allowing you to focus on coordinating critical incidents and ensuring customer satisfaction from the comfort of your location.

Your Role

  • Triage and manage critical incidents to ensure timely customer resolution and satisfaction.
  • Collaborate with global teams to develop and implement effective action plans for incident management.
  • Maintain clear and concise communication with internal and external stakeholders throughout the incident lifecycle.
  • Develop technical expertise in Nutanix products to advocate effectively for customer needs.
  • Conduct post-assessment reviews to identify areas for process and product improvement.
  • Build and nurture relationships with technology partners to enhance resolution strategies.
  • Establish performance metrics and reporting for trend analysis to inform long-term planning.
  • Mentor junior team members, promoting a culture of continuous learning and team development.

What You Will Bring

  • Strong triage skills for managing critical incidents and ensuring timely resolution.
  • Excellent verbal and written communication skills for effective stakeholder interaction.
  • Minimum of 3 years of experience in escalation, technical support, or customer management.
  • Bachelor of Science in Computer Information Systems or equivalent experience preferred.
  • Technical understanding of virtualization, networking, and storage technologies, especially Nutanix products.
  • Ability to develop actionable plans and collaborate with cross-functional teams.
  • Strong problem-solving abilities with attention to detail in high-stress environments.
  • Exemplary customer service attitude with a focus on customer advocacy and satisfaction.

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.

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