• Lead teams of Technical Support Engineers and Escalation Engineers handling complex issues across NetApp product lines.
• Guide teams through high‑stress or ambiguous customer situations, ensuring timely and high‑quality resolutions.
• Provide coaching, mentorship, and performance management for a team of 10–15 engineers.
• Recruit, onboard, and develop talent to support cloud data services and SaaS offerings.
• Maintain strong communication channels with customers and cross‑functional teams.
• Drive continual improvement initiatives to enhance support delivery and overall customer experience.
• Manage daily activities, such as preparing performance reports and conducting operational assessments.
• Achieve and exceed quarterly operational goals (response time, resolution time, CSAT, etc.).
• Managing case queues and escalation management.
• Rotational shifts within the business hours (4 AM IST – 6 PM IST)
• Align to vendor TSM and Acct Mgr. on daily basis with active critical customer issues as well as assist in tactical and strategic planning with the team.
• Deploy data‑driven strategies and automation to improve efficiency and customer outcomes.
• Manage escalations effectively, ensuring quick turnaround and stakeholder alignment.
• Foster a culture of learning, adaptability, and innovation within the team.
• Lead and manage complex technical programs and projects within the technical support organization.
• Define program objectives, scope, and success criteria in collaboration with stakeholders.
• Develop and maintain project plans, timelines, and resource allocation to ensure successful execution.
• Monitor project progress, identify risks, and issue, and implement mitigation strategies.
• Coordinate cross-functional teams, ensuring effective communication, collaboration, and alignment.
• Identify opportunities for process improvement within the technical support organization and drive initiatives to enhance efficiency and effectiveness.
• Analyze support metrics, trends, and customer feedback to identify areas for improvement.
• Collaborate with stakeholders to streamline support processes, optimize workflows, and enhance service delivery.