Overview:
DDN Storage is the world leader in high performance and massively scalable data management and storage solutions that accelerate business results and scientific insights for data-centric organizations worldwide. Our unified, end-to-end platform uniquely addresses the tiered storage and large scale data management demands of mixed workloads, multiple collaborative data centers and Web and cloud environments. Across traditional and commercial high performance markets, customers rely on DDN Storage to solve the most demanding big data problems in industries such as cloud, online content and social networking, security and intelligence, life sciences, finance, energy and media production. : Technical Support Manager Location – Bangalore, India Monday – Friday, 7:00 am – 4:00 pm, IST
/ Expected Duties
As Manager of Technical Support, you will have the responsibility to manage a highly skilled technical support team. You will work closely with the Technical Support Management team and other supporting functions in delivering overall superior service and support to our customers.
This position reports directly to the Director of Global Customer Support.
Essential Functions
Provide superior technical support and service to the Tintri customer base
Interface with the field, sales and service organizations and directly with the customer base on critical escalations and call resolution
Manage and develop the support teams, including hiring, professional development and proactive project work
Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management
Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Job Requirements
Bachelor’s degree in Computer Science, Computer Engineering or equivalent combination of education and experience.
6+ years of relevant experience in the software industry with a minimum of 3 years in technical support management, including people management and 24×7 support operations
The ability to diagnose complex problems and deliver analyses/root causes across a stack of complex applications, OS, Network switching and storage elements.
Must have experience providing technical support on virtualization and/or storage products.
Working knowledge of popular hypervisors such as VMware, Xen and Hyper-V highly desirable
Expertise in VMware, Microsoft products, ZFS (OpenSolaris/illumos), Citrix, and/or Cisco, UCS preferred
Has a track record of building and managing technical support teams.
Exceptional written and verbal communication skills
Linux and Network experience a plus
Willingness to work outside standard business hours to support customers as needed
DDN Core Characteristics:
DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:
Self-Starter – Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
Success/Achievement Orientation – Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.
Problem Solving – Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.
Innovative – Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.
DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Job Detail
Job Id
JD2417252
Industry
Not mentioned
Total Positions
1
Job Type:
Full Time
Salary:
Not mentioned
Employment Status
Permanent
Job Location
Bengaluru, Karnataka, India
Education
Not mentioned
Experience
Year
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