Job Description

About NetApp

NetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.


If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.

Job description

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Essential Functions:

Perform problem analysis, triage, correction of issue, and root cause analysis, including engaging technical resources when necessary Proactively improve the user experience by identifying, recommending and implement process improvements to ensure a positive customer experience Involvement in support quality management; including metrics analysis, quality checks, and process improvements Confirm scope of engagements with customer and account team, obtain timeline and source projects based on skill set requirements and geographic location Communication Skills- Able to document clear understanding of the issue and action plans while also providing timely status updates Often responsible for non-routine and unstructured tasks, requiring creative solutions Ability to work collaboratively in a fast-paced environment and with business maturity to balance demands and changing priorities Ability to apply learned experiences and knowledge in solving routine to moderately complex problems Effectively communicate with employees in other departments and functions Be a proactive contributor and subject matter expert Queue management support and assignment Training content development and training delivery as required Generate team status reports Follow up on open items Analyze impact of system changes on process, document and communicate the changes

Job requirements

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Mandatory Requirement

Recommended 5+ years of work experience or equivalent Should be flexible to work in 247 shifts (including weekends). We work in 4 shifts (6 AM to 3PM, 2 PM to 11 PM, 5 PM to 2 AM and 10 PM to 7 AM) at this time, but it is subject to change as per business requirements. The shifts can be rotational or non-rotational and as per the Roster. The candidate should apply for this position only if they are in agreement with the shift requirements.
Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and ambiguous situations. Must adhere to NetApp's Thrive Together requirements. The current requirement for Bangalore based employees is to work from office for 2 days per week. The team is currently undergoing Rebranding; there is possibility that the responsibilities can be revised sooner or later. Candidates should apply if they are adaptive to changing business needs, responsibilities, willing to cross skill, contribute to learning and new process implementations. Candidates must demonstrate adaptability and flexibility in assuming new and changing responsibilities and actively contribute to balancing the team's workload.

Education

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Completed Bachelors or Masters Degree. Typically requires a minimum of 5 years of related experience.
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 laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.

Why NetApp?

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.


We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.


If you want to help us build knowledge and solve big problems, let's talk.

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.