Resolution Manager - WW Support

The Opportunity

• Triage and manage critical incidents to ensure timely customer success and satisfaction.
• Collaborate with a global team of Resolution Managers to create and implement effective action plans.
• Deliver clear and concise internal and external communications throughout the incident lifecycle.
• Develop technical knowledge of Nutanix s products to effectively advocate for customer needs.
• Conduct post-assessment reviews to identify areas for improvement in processes and products.
• Build relationships with technology partners to enhance resolution strategies and improve ecosystem performance.
• Establish performance metrics and reporting for trend analysis to drive long-term planning.
• Mentor junior team members and promote a culture of continuous learning and development within the team.

• Bachelor of Science in Computer Information Systems or equivalent experience.
• Minimum of 3 years in escalation, technical support, or customer management in an enterprise environment.
• Strong verbal and written communication skills for effective customer and stakeholder interactions.
• Ability to triage critical incidents and develop actionable plans for customer success.
• Experience in managing multiple critical incidents concurrently and collaborating with cross-functional teams.
• Technical understanding of Nutanix s product suite and related technologies (VMware, Citrix, Microsoft).
• Strong problem-solving abilities and attention to detail in high-stress situations.
• Exemplary customer service attitude with a focus on customer advocacy and satisfaction.
• You will be required to work APAC hours (6:00 AM IST - 3:00 PM IST)

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