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Own Every Moment at NetApp

At NetApp, your ideas power innovation. We lead in intelligent data infrastructure—delivering unified storage, integrated data services, and solutions that help organizations unlock the full potential of their data, from AI to multicloud.

Ready to innovate and contribute to our path to $10B? Here, you'll collaborate with passionate teams, tackle real-world challenges, and see your impact in how customers transform and grow. If you're ready to bring curiosity, creativity, and drive to every moment, NetApp is where your journey begins. Join teams that drive results, innovate to elevate, and excel together across every function.

Support Account Manager

Bengaluru, India
Job category: Customer Support Job ID: 135252-en_US
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Job Summary

  • SAM Major Incident Manager combines strong 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 & Competencies: 

TEAMWORK & ADAPTABILITY: 

  • Mentor junior team members 
  • Timely completion of learnings and assignments 
  • Escalation Management: stakeholder management, availability for internal consults 
  • Open to feedback; growth mindset 
  • Available to back up peers based on bandwidth 

COMMUNICATION: 

  • Independently present to cross-functional teams and customize and relay messages to different audiences 
  • Understand and articulate stakeholder perspectives 
  • Maintain steady tone and approach during pressure situations 
  • Crisis communication and active engagement on customer/internal calls 

CONSISTENCY: 

  • Deliver high-quality outputs with minimal supervision 
  • Stay up to date with tools/technologies/processes 
  • Identify discrepancies proactively and recommend fixes 

GO BEYOND: 

  • Participate in projects benefiting broader team/org 
  • Coordinate with engineering/support/product teams for holistic resolution 

LEADERSHIP: 

  • Share knowledge and best practices 
  • Guide problem-solving approaches; review teamwork 
  • Lead by example in communication, professionalism, customer focus 

ACCOUNTABILITY / OWNERSHIP: 

  • Accountable for outcomes ensuring team success, not just individual 

TEAMWORK & ADAPTABILITY: 

  • Mentor junior team members 
  • Timely completion of learnings and assignments 
  • Escalation Management: stakeholder management, availability for internal consults 
  • Open to feedback; growth mindset 
  • Available to back up peers based on bandwidth 

COMMUNICATION: 

  • Independently present to cross-functional teams and customize and relay messages to different audiences 
  • Understand and articulate stakeholder perspectives 
  • Maintain steady tone and approach during pressure situations 
  • Crisis communication and active engagement on customer/internal calls 

CONSISTENCY: 

  • Deliver high-quality outputs with minimal supervision 
  • Stay up to date with tools/technologies/processes 
  • Identify discrepancies proactively and recommend fixes 

GO BEYOND: 

  • Participate in projects benefiting broader team/org 
  • Coordinate with engineering/support/product teams for holistic resolution 

LEADERSHIP: 

  • Share knowledge and best practices 
  • Guide problem-solving approaches; review teamwork 
  • Lead by example in communication, professionalism, customer focus 

ACCOUNTABILITY / OWNERSHIP: 

  • Accountable for outcomes ensuring team success, not just individual 

Experience and Education: 

NETAPP TECHNOLOGY: 

  • Differentiate NetApp offerings across hyperscaler 
  • Recommend NetApp products/tech appropriately 
  • Proficient in NetApp tools/technologies 

STORAGE TECHNOLOGY: 

  • Good understanding of storage, compute, network & virtualization 

CERTIFICATIONS: 

  • NCDA 
  • AI 

TECH SESSIONS: 

  • Participation and delivering in Knowledge Sharing Forums and cross-collab sessions relevant to current technology 

QUALIFICATIONS:

  • Minimum 3 years relevant experience (5+ preferred) 
  • Bachelor's degree or equivalent experience 
  • Experience handling moderately complex technical tasks 

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 federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Why You'll Thrive at NetApp

At NetApp, you won't wait for the perfect moment—you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.

NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.

Our culture

We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed—they drive everything we do.

If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.

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.

AI Disclosure

For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.

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Equal Opportunity Employer*

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.

State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.

Reasonable Accommodations

At NetApp, we are committed to fostering an inclusive and accessible workplace where individuals with disabilities can thrive. In alignment with our values, NetApp provides reasonable accommodations and adjustments where possible to qualified applicants and employees with disabilities, in accordance with employment rights and regulations relevant to their country of employment, to ensure equal access to employment opportunities and job performance.

Applicants who would like to request an accommodation or adjustment are encouraged to Contact Us. Each request will be assessed on a case-by-case basis, in accordance with applicable laws and our commitment to equity and belonging within our culture, values and business practices. Requests will be handled confidentially and respectfully, and we will work collaboratively to identify effective solutions.

  • For reasonable accommodations in Germany, click here.
  • For reasonable accommodations in France, click here.
  • For reasonable accommodations in The Netherlands, click here.

Please note that we do not accept unsolicited resumes to the above email address.

Data privacy

We care about your privacy and, therefore, ask that you read our Candidate Privacy Notice before you submit any personal information to us.

NetApp does not carry out any solely automated decision making (i.e. the process of making a decision by automated means without any human involvement) in determining your suitability or eligibility for specific roles.

However, the processing of your personal information is carried out with the aid of manual and automated tools. In particular, NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and/or rank internal employees seeking promotion or other internal mobility. However, our talent acquisition team or our recruiters will ultimately select the candidates for further consideration, following human review of any automated evaluation results and associated underlying documentation (or lack thereof) submitted with the candidates’ application.

An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.

Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com

Note: Eightfold is not applicable to temporary hiring opportunities. If you are interested in temporary roles, you can apply via a third-party site managed by our preferred supplier, Magnit Global. Magnit Global will provide its own privacy disclosures for your review as part of the application process.

Submitting an application

To ensure a streamlined and fair hiring process for all candidates, our team reviews applications submitted through our company website only. 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.

AI Disclosure

For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support—rather than replace—human decision-making.