Director, Global Support Center Critical Case Management

Description:This individual will be responsible for developing and leading the Critical Case Management program. This program will be a real-time customer facing team responsible for customer management and issue resolution of the most critical escalations within the support center. The Director of this team will be responsible for the leadership of a 6 person 7x24 Critical Case Management team and will oversee all activities of this team and ensure customer satisfaction throughout the crisis resolution process. This position provides Critical Case Management and Customer Facing Leadership for all functions and Regions within the WW GS team; including support to the Local Language Centers, non Premium Centers and Sustaining Engineering Centers as needed. The position will also interface with all of the various Engineering BUs and all inter-company strategic support partnerships (Oracle, Veritas, VMWare, IBM, Microsoft, etc) as needed in the interest of customer satisfaction. The primary goal of this team will be to serve as the single face of NetApp during high priority customer events and will partner with: customers, partners, sales, sustaining, engineering and professional services to drive issues to resolution. This position reports to the Vice President of Technical Support and is the cornerstone to providing "best in class" service and continuous problem ownership for the most complex and multi-technology cases.The incumbent will be responsible for a team of approximately 6 "Critical Case Program Managers". These managers will be ultimately responsible for the final resolution of their cases and must be available to work 7x24 as needed to provide continuous case focus. Both the Critcial Case Managers and the Director may need to travel to high priority customer sites to fully understand and resolve cases. This position will also be responsible for managing the inter-company support partnerships needed in specific case resolution and will manage resources aligned with partners and the Engineering BUs as needed. The team will serve as a resource pool for all GS Management and will be responsible for matrix managing the escalation engineers and TSEs involved in cases under their direction. Cases will be moved to the Critical Case team with GS VP approval.At least 7 years previous management experience in fast paced, high change, customer facing support. Previous program development experience preferred. Bachelor's degree in Computer Science or other technical discipline and/or 15+ years industry or military experience preferred.Qualifications:The ideal candidate will have an extended and successful track record of driving positive change into global support operations. The incumbent must be able to communicate with customers at senior executive levels (Director through CIO, CEO) and to maintain the customers trust and confidence through to case resolution. This position requires excellent organizational, project management, writing, and communications skills, as well as the ability to acquire willing support from cross-functional organizations both within NetApp and with our partners. This position will require travel as needed to resolve critical customer problems. The position will also require that the individual be on call as needed 7x24.Salary/Benefits: Salary commensurate with experienceTo learn more about NetApp employee benefits go to: http://www.netapp.com/jobs/benefits.htmlJob Location: Research Triangle Park, NCJob Number: RUSANAP2122-593229Company URL: http://www.netapp.comCompany Profile:NetApp creates innovative storage and data management solutions that help accelerate business breakthroughs and deliver outstanding cost efficiency. Our dedication to principles of simplicity, innovation, and customer success has made us one of the fastest-growing storage and data management providers today.Customers around the world choose us for our "go beyond" approach and broad portfolio of solutions for business applications, storage for virtual servers, disk-to-disk backup, and more. Our solutions provide nonstop availability of critical business data and simplify business processes so you can deploy new capabilities with confidence and get to revenue faster than ever before. You can rely on our industry-leading solutions to lower the cost of protecting your data, business, and reputation.We bring together the industry's best partners and technology to deliver services that help you maximize what you are getting from your infrastructure. Our collaborative approach, working as one team with one goal, means that you get a solution that is just right for you-on time and on budget. To support your global business, we provide highly-responsive support in local languages. From London to Austin, from Bangalore to Tokyo, well work with you to solve your problems and help you reach your goals.Discover our passion for helping companies around the world go further, faster at www.netapp.com