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Salary: EUR 69,600 - 104,400 / annual
Nutanix is seeking an experienced Resolution Manager to lead critical incident management and ensure customer success across their global support organization. In this senior customer-facing role, you will triage and manage multiple high-priority incidents simultaneously, developing action plans that drive issues to closure while maintaining exceptional customer focus.
You will serve as the primary point of escalation and coordination for critical customer situations, collaborating with internal engineering teams, account managers, and external technology partners (VMware, Citrix, Microsoft) to resolve complex technical issues. Your responsibilities include developing deep technical understanding of Nutanix's product suite, translating complex technical material for diverse audiences, and delivering clear internal and external communications throughout incident lifecycles.
Key responsibilities include: triaging critical incidents and developing resolution strategies; owning and managing multiple concurrent critical incidents; coordinating with global teams of Resolution Managers to ensure continuity; delivering consolidated reporting for trend analysis; conducting post-incident reviews to identify product, process, and people improvements; escalating and managing issues both internally and externally as needed; optimizing handovers by providing a single customer voice to all parties; and supporting technology partnerships to drive ecosystem improvements.
You will work in a hybrid capacity with 3+ days per week onsite in Barcelona, with occasional weekend and after-hours support on a rotational basis. The role requires strong escalation management experience, advanced customer interaction skills, and the ability to remain calm and effective under high-stress, high-profile situations. You will need to balance empathy for customer frustration with solutions-oriented problem-solving, serving as a true customer advocate within the organization.
