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Immediate job opportunity for Incident Manager

1 - 3 YearsBengaluru

Posted: 11 days ago

Job Description

Greetings from Trigent Software, Bangalore!!!!

This is regarding the job opportunity with our client in Bangalore Location. Please find below job description for the same.

About Trigent:
Trigent Software is a SEI CMM Level 4 certified information technology services consulting company with offices in Southborough, Massachusetts, U.S. and India.
Trigent Software is a member of NASSCOM and is ranked in Software Magazine the Software 500 survey for 2008-10. The company was ranked among top three SharePoint consulting companies in the U.S. by

Position: Incident Manager(immediate-15days joining)
Years of experience:1-3Yrs
Job description
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 Managers role is critical to NetApps continued success to strengthen the relationship with the customer, build their trust and help increase their loyalty
-          Act as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Technical issues/cases/incidents can range from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues
-          24x7 SAMs after business hours coverage for P1, Critical P2s & P3s
-          Periodic updates to internal and/or external stakeholders
-          Executive leadership communications during critical incidents
-          Raising the visibility within NetApp internal teams (Technical Support, Logistics, Engineering. Etc)
-         Coordinating timely critical part replacements and proactive license activation
-          Document troubleshooting steps & case resolution details in the KB
-          Regular connect with SAMs globally to understand client & account dynamics

To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and case management skills; and be someone who embraces challenges.

Job Requirements

-          Willing to work in 24x7 rotational shifts
-          Excellent written and verbal communication skill
-          Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and/or challenging situations
-          Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
-          Mastery of escalation management through full management spectrum at customer and internal by collaborating & interacting with Critical Case Team and Critical Account Program level teams, Engineering Product Support and Engineering
-          Ability to follow standard processes and best practices
-          Must have knowledge on Storage hardware and (Knowledge on NetApp E-Series, FAS and EMC storage is an added advantage)
-          Basic knowledge on protocols (FC, iSCSI, FCOE, TCP/IP) is an advantage
-          Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management
-          Technical knowledge in Storage and/or Virtualization Technology or the ability to quickly acquire this knowledge. Sufficient technical skills to obtain NCDA certification.
-          Able to independently drive escalations, involving higher management at NetApp and customer, ensure effective stakeholders interactions
-          Able to participate/contribute to initiatives and trainings to develop an area of specialization
-          Able to initiate customer centric processes & innovation plans


-          Minimum of 5 years of relevant experience is required.
-          A Bachelor of Science Degree in Electrical Engineering or Computer Science, or related field; or equivalent experience is required
-          Demonstrated ability to have completed multiple, moderately complex technical tasks

Rotational shifts
Shift1:  6:00- 15:00
Shift2: 14:00-23:00
Shift3: 22:00-7:00

Current Location-Bangalore
Notice Period- Immediate/15days max(Mandatory)
candidate Interested can send profile on
Call Me: 9663348711
Full Name:
Alternate Contact Number:
Date of Birth:
Pan card Number:
Current Location:

Looking for some Immediate Joinees
Looking forward for your updated profile and do refer your friends for the same position

Chaithra MD
Trigent Software Limited Unit II
Phone: +91 080-22157000 Ext:172 Mobile: 9663348711

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: IT Software - System Programming
Role Category: Admin/Maintenance/Security/Datawarehousing
Role: System Security
Employment Type: Permanent Job, Full Time

Company Profile

Trigent Software Limited
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Contact Details

Recruiter Name:Suhas

Contact Company:Trigent Software Limited


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