Nutanix

Manager

• Lead and manage a team of System Reliability Engineers (SREs) to ensure high-quality technical support.
• Establish staff schedules to optimize support availability and response time.
• Conduct regular team meetings and performance evaluations to foster team development.
• Design and implement processes to enhance operational efficiency and incident management.
• Drive the resolution of critical customer issues through collaboration with engineering and sales teams.
• Monitor and analyze performance metrics to uphold service delivery standards.
• Set clear objectives for the team aligned with organizational goals and participate in strategic planning.
• Foster a culture of collaboration and innovation within the SRE team and across cross-functional teams.

Manager, Worldwide Support

• Delivery of superior-level service to end-user customers and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
• Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
• Conducting regular team meetings and performance discussions with support engineers.
• Interacting with regional and corporate management on matters between functional areas or customers and the company.
• Tracking, monitoring, and reporting on department operations, and closely manages critical customer accounts to develop path to issue resolution.
• Monitoring both the Virtual Call Center and Salesforce to ensure support engineers are following the call priority flow and maintaining an available phone status, documenting the issues well, and following cases through to efficient and effective resolution.
• Assigning and managing projects based on new product releases, call related issues and/or training needs within the organization.
• Tracks projects and initiates documentation based on project successes.

Engineering Manager

• Leading a team of engineers and setting engineering best practices;
• Owning an engineering area of the Nutanix Files solution;
• Hiring and attracting talent for your and other Nutanix teams;
• Working with other engineering groups across geographies;
• Driving architecture and design decisions in the areas of replication and infrastructure.

Manager, Worldwide Support

Manager, Worldwide Support

Engineering Manager – Hybrid Cloud Storage, Linux Systems