Job Summary
- SAM Major Incident Manager combines robust 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

📌 Support Account Manager (Bengaluru)
🏢 NetApp
📍 Bengaluru