Project Manager, Worldwide Support

Support Infrastructure Program Manager

Hungry, Humble, Honest, with Heart. The Opportunity Are you a detail-oriented and proactive individual with a passion for optimizing infrastructure and enhancing support services? If so, joining our dynamic Global Support Organization at Nutanix presents an exciting opportunity to lead transformative projects, collaborate across functions, and drive operational excellence, all while contributing to a mission dedicated to exceptional customer support and innovative solutions.

About the Team This role is part of the dynamic and dedicated Global Support Organization at Nutanix, located in Bangalore. The team is characterized by its collaborative culture that emphasizes operational excellence and innovative problem-solving. Committed to enhancing the customer support experience, the team strives to optimize processes, tools, and metrics to ensure seamless service delivery. The mission of this team is to drive efficiency and elevate customer satisfaction in every interaction, reflecting Nutanix's dedication to delivering exceptional support for its enterprise software products. You will report to the leader of the PMO Organization in Worldwide Support, who fosters collaboration and empowers team members to take initiative. This leadership style ensures that all team efforts are aligned and effectively contribute to overarching goals. The work setup for this role is hybrid, requiring team members to be in the office in Durham, NC for a few days each week, balancing in-person collaboration with the flexibility of remote work. There are no required travel obligations for this role, allowing for a focus on local collaboration and project management within the team's geographical area.

Your Role

• Design and implement programs to modernize the lab environment supporting global support objectives.
• Oversee the entire hardware lifecycle from procurement to End-of-Support-Life (EOSL) management.
• Collaborate with cross-functional teams to drive improvements in service delivery and operational efficiency.
• Define and optimize workflows for lab access, inventory management, and equipment reservation processes.
• Develop and track performance metrics to assess lab utilization and the ROI of equipment investments.
• Act as the primary liaison among data center operations, procurement, and support teams for infrastructure needs.
• Facilitate regular updates and communication with stakeholders regarding lab status and project milestones.
• Identify bottlenecks in lab operations and implement innovative solutions to enhance throughput and performance.

What You Will Bring

• 5+ years of experience in program management or operations management within a support or enterprise software organization.
• Strong knowledge of enterprise support processes and tools (e.g., CRM, ticketing systems, dashboards).
• Proficient in project management tools such as Salesforce, Jira, ServiceNow, and Confluence.
• Experience with process improvement methodologies (e.g., Lean, Six Sigma) and frameworks like ITIL.
• Excellent organizational, time-management, and communication skills, with the ability to influence cross-functional teams.
• Detail-oriented with strong problem-solving and critical-thinking abilities.
• Technical background or familiarity with enterprise software products and their support needs.
• PMP, PRINCE2, or similar project management certification is a plus.

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.