Manager, Worldwide Support

Manager, Worldwide Support

Hungry, Humble, Honest, with Heart. The Opportunity Are you a dynamic leader with a strong technical support background, exceptional communication skills, and a proven ability to drive results through effective team management? If so, you will thrive in the Manager, Worldwide Support role at Nutanix, where you'll lead a passionate team of System Reliability Engineers in a collaborative and innovative environment, contributing to cutting-edge solutions while enhancing customer satisfaction in a growth-oriented company.

About the Team The successful candidate will join the System Reliability Engineers (SRE) team at Nutanix, a dynamic group of 300 passionate individuals located across various regions. This team embodies a culture that values being hungry, humble, and honest, fostering an environment of collaboration, innovation, and continuous improvement. With a mission to provide exceptional assistance to customers and partners, the SRE team is dedicated to resolving technical issues and enhancing overall customer satisfaction. You will report to the Director of Worldwide Support, who is known for their supportive leadership style and commitment to fostering team growth and development.

The work setup for this role is hybrid, requiring the hire to be on-site in the office five days a week. This arrangement facilitates real-time collaboration and effective communication within the team and across the organization. There are no travel requirements for this position, allowing the hired candidate to focus entirely on their responsibilities and maintain a healthy work-life balance without the added stress of frequent travel.

Your Role

• 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.

What You Will Bring

• 15+ years of experience in technical support, with 5+ years in people management.
• Bachelor of Science in Computer Information Systems or equivalent experience.
• Strong verbal and written communication skills for effective engagement.
• Proven leadership skills with a successful track record in team management.
• Technical expertise in virtualization technologies (e.g., VMware) and understanding of storage and networking concepts.
• Project management skills with the ability to handle multiple priorities.
• Experience in implementing processes to enhance operational efficiency.
• Ability to foster collaboration across cross-functional teams and drive innovation.

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.