**Job Summary** + SAM Major Incident Manager combines strong customer relationship and crisis management skills with technical competencies to deliver the highest level of support service to Enterprise customers + In collaboration with other NetApp support Functions, the SAM Major Incident Manager oversees optimal delivery of support activities for the customer and ensures effective crisis management and stakeholder communication in case of disruptions. + The SAM Major Incident Manager's role is critical to NetApp's continued success to strengthen the relationship with the customer, build their trust and increase loyalty + Act as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues. + Technical issues can range from hardware/software issues with NetApp systems to multi-system, multi-vendor interoperability issues + 24x7 SAMs after-hours coverage for P1, Critical P2s & P3s + Periodic updates to stakeholders + Executive leadership communications during critical incidents + Raising visibility within internal teams + Coordinating timely critical part replacements and license activation + Document troubleshooting steps + Regular connects with SAMs globally **Job Requirements** + Willing to work in 24x7 rotational shifts + Excellent written and verbal communication skills + Strong customer service and crisis-handling capability + Strong aptitude for learning new technologies + Mastery of escalation management across customer and internal teams + Ability to follow standard processes and best practices + Knowledge on storage hardware (NetApp E-Series, FAS, EMC advantage) + Basic knowledge on protocols (FC, iSCSI, FCOE, TCP/IP) + Ability to manage high-pressure situations and priorities + Technical knowledge in Storage/Virtualization (NCDA required) + Able to independently drive escalations and stakeholder interactions + Able to contribute to initiatives and trainings + Able to initiate customer-centric innovation **Skills & Competencies:** TEAMWORK & ADAPTABILITY: + Mentor junior team members + Timely completion of learnings and assignments + Escalation Management: stakeholder management, availability for internal consults + Open to feedback; growth mindset + Available to back up peers based on bandwidth COMMUNICATION: + Independently present to cross-functional teams and customize and relay messages to different audiences + Understand and articulate stakeholder perspectives + Maintain steady tone and approach during pressure situations + Crisis communication and active engagement on customer/internal calls CONSISTENCY:



+ Deliver high-quality outputs with minimal supervision + Stay up to date with tools/technologies/processes + Identify discrepancies proactively and recommend fixes GO BEYOND: + Participate in projects benefiting broader team/org + Coordinate with engineering/support/product teams for holistic resolution LEADERSHIP: + Share knowledge and best practices + Guide problem-solving approaches; review teamwork + Lead by example in communication, professionalism, customer focus ACCOUNTABILITY / OWNERSHIP: + Accountable for outcomes ensuring team success, not just individual TEAMWORK & ADAPTABILITY: + Mentor junior team members + Timely completion of learnings and assignments + Escalation Management: stakeholder management, availability for internal consults + Open to feedback; growth mindset + Available to back up peers based on bandwidth COMMUNICATION: + Independently present to cross-functional teams and customize and relay messages to different audiences + Understand and articulate stakeholder perspectives + Maintain steady tone and approach during pressure situations + Crisis communication and active engagement on customer/internal calls CONSISTENCY: + Deliver high-quality outputs with minimal supervision + Stay up to date with tools/technologies/processes + Identify discrepancies proactively and recommend fixes GO BEYOND: + Participate in projects benefiting broader team/org + Coordinate with engineering/support/product teams for holistic resolution LEADERSHIP: + Share knowledge and best practices + Guide problem-solving approaches; review teamwork + Lead by example in communication, professionalism, customer focus ACCOUNTABILITY / OWNERSHIP: + Accountable for outcomes ensuring team success, not just individual **Experience and Education:** NETAPP TECHNOLOGY: + Differentiate NetApp offerings across hyperscaler + Recommend NetApp products/tech appropriately + Proficient in NetApp tools/technologies STORAGE TECHNOLOGY: + Good understanding of storage, compute, network & virtualization CERTIFICATIONS: + NCDA + AI TECH SESSIONS: + Participation and delivering in Knowledge Sharing Forums and cross-collab sessions relevant to current technology QUALIFICATIONS: + Minimum 3 years relevant experience (5+ preferred)



+ Bachelor's degree or equivalent experience + Experience handling moderately complex technical tasks 135252 We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches. At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process. **Equal Opportunity Employer:** NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification. **Why You'll Thrive at NetApp** At NetApp, you won't wait for the perfect moment-you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure. NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security. **Our culture** We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance qualified ambition with your personal life. Here, differences are not just welcomed-they drive everything we do. If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now. **Submitting an Application** To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application. **AI Disclosure** For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support-rather than replace-human decision-making.

📌 Support Account Manager (Bengaluru)
🏢 NetApp
📍 Bengaluru