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Nutanix is seeking a Manager for Worldwide Support to lead a team of System Reliability Engineers (SREs) in a hybrid role based in Bengaluru. You will manage a dynamic team of 300+ SREs across multiple regions, responsible for delivering exceptional technical support and enhancing customer satisfaction.
Key responsibilities include leading and managing SRE teams to ensure high-quality technical support delivery, establishing staff schedules to optimize support availability and response times, conducting regular performance evaluations and team meetings to foster development, and designing processes to enhance operational efficiency and incident management. You will drive resolution of critical customer issues through collaboration with engineering and sales teams, monitor performance metrics to uphold service delivery standards, and set clear team objectives aligned with organizational goals.
The role requires establishing a culture of collaboration and innovation within the SRE team and across cross-functional teams. You will participate in strategic planning and contribute to cutting-edge solutions while maintaining focus on customer satisfaction in a growth-oriented environment.
The work arrangement is hybrid with on-site requirements of a minimum of 3 days per week in Bengaluru to foster collaboration and team alignment. There are no travel requirements for this position, allowing focus on responsibilities and work-life balance.
Required qualifications include 15+ years of experience in technical support with 5+ years in people management, a Bachelor of Science in Computer Information Systems or equivalent experience, strong verbal and written communication skills, proven leadership with successful team management track record, technical expertise in virtualization technologies (e.g., VMware) and understanding of storage and networking concepts, project management skills to handle multiple priorities, and experience implementing processes for operational efficiency.
