Share this Job

Title:  Mgr, Technical Programs - Knowledge Programs (Digital Support Operations)

Location:  INDIA - Bangalore
Requisition ID:  4322

Job Summary

Job Summary:

As Manager, Technical Programs you will manage a team focused on the delivery of productivity tools for NetApp Global Services (NGS). This specific role will focus on Digital Support Operations handling a team responsible for Knowledge Management, Social Media, and Elio Training and Maintenance. You are responsible for setting program goals, plans and schedules, closely monitoring program execution, driving issue resolution and accepting the responsibility for ensuring successful achievement of program goals.

 

Essential Functions:-

  • The role involves working in the following areas
    • Guided Problem Solving (GPS) Content Curation
    • Social Media – KB-TV, Twitter (#NetAppassist), FaceBook
    • KB – Knowledge Management (cleanup, maintenance, administration, creation, editing, etc)
    • Knowledge Centered Support - KCS
    • Internal Communities including Kx (forums.netapp.com) – Knowledge exchange
    • External Communities (community.netapp.com)
    • Elio (powered by Watson) Training – AI powered Virtual Support Assistant
  • Provide management oversight to the technical team of professionals from Knowledge Programs (Digital Support Operations).
  • Develop, define and execute project plans, schedules, budgets and deliverables.
  • Identify needed resources for projects, define and assign major project roles.
  • Monitor the program cycle from initiation through delivery, interfacing with external customers or field-based employees on technical matters, as needed.
  • Assign and monitor work of program management professional staff, providing technical support and direction.- Select, develop, and evaluate personnel to ensure the efficient operation of the function.
  • Keep senior management informed of key issues and changes which may impact expected business results.
  • Ensure that projects adhere to the company processes and initiate process improvements as needed.
  • Assume responsibility for results, including costs, methods and staffing.

Job Requirements

Job Requirements:

  • Strong working experience in Digital Support.
  • Experience in KB – Knowledge Management (cleanup, maintenance, administration, creation, editing, etc) and Knowledge centered support
  • Experience in people management . A demonstrated ability to manage professional level employees.
  • Excellent oral and written communication skills, especially presentation skills.- Excellent analytical, problem-solving, negotiation and organizational skills.
  • Excellent knowledge of product lifecycle, tools, processes, and operations planning.
  • Demonstrated experience working with hardware and software development engineers on complex projects.- Strong understanding of engineering principles and practices.
  • Experience with developing budgets and predicting project costs.
  • Proven track record of surpassing objectives and delivering exceptional results.
  • Management and Interaction:
  • Management: -
    • This position is responsible for managing many tasks within a large group or department.
    • The focus of this role is on business and its implication.
    • The potential impact of decisions made by this individual will be mostly operational with some financial.
    • This individual will apply attained experience and knowledge to address issues that are diverse in scope, and resolve problems through short- and mid-term planning.Interaction:
    • This individual must work effectively with Staff to Vice President level employees and employees within and outside of their department and function.
    • Utilizes people skills and available manager tools to positively impact the development of subordinates within their role and career.
    • This individual must demonstrate favorable results through providing leadership to function and to staff.

Education

Education:

  • BS/BA degree or equivalent related experience.
  • Overall 10 + years of experience requirements .
  • Experience of atleast 3 years in managing people.


Job Segment: Operations Manager, Technical Support, Manager, Social Media, Operations, Technology, Management, Marketing