Share this Job

Title:  Critical Case Manager - 2nd Shift


Research Triangle Park, NC, US, 27709 Wichita, KS, US, 67228

Requisition ID:  27732


Are you data-driven?  We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations.  We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice.  We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.


We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business.  With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.


By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. Only NetApp can help organizations free the resources necessary to fund transformation by deploying the industry’s leading flash storage solution, which is highly efficient and scalable in both data center and cloud environments.

Job Summary

**2nd Shift - Can be located in either RTP NC or Wichita KS, with a work schedule of Monday-Friday 3pm-Midnight local time**

The Critical Case Manager (CCM) is responsible for owning case related customer escalations and driving them to expeditious resolution. This individual contributor position requires a strong leader able to execute on customer relationship management, technical resource identification, tactical escalation execution, reactive escalations management and cross-functional coordination. 

A major component of the role will be the facilitation, coordination and communication of remote technical support center resources with field support services for Enterprise class customers. The CCM will also be responsible for owning the communication to Executive level leadership (both internal and external), Sales and other key stakeholders. 

CCM’s will also monitor NetApp’s highest priority issues (Priority 1 / Severity 1) within the NetApp Technical Support Center to ensure timely issue mitigation while working with TSC leaders for proper resource alignment and resolution strategy.


Escalation Management essentials will include:

• Drive shift-based escalations that have become disruptive for TSC management. 
• Collaborate with field organizations including Sales, Professional Services and NetApp Partners to execute on bringing customer escalations to timely resolution through prioritization and resource identification. Engage with external customer as required. 
• Work with the Technical Support Centers to identify the correct level of technical resource(s) required to resolve customer escalations. 
• Ensure thorough handovers of customer escalations to oncoming shifts. 
• Lead the development and presentation of post-event Service Incident Reports as required. 
• Track and record customer escalation types to provide data for identification of systemic issues. 
• Recommend and partner with TSC leadership and applicable partners to improve NetApp Technical Support processes and drive corrective action related to any gaps/failures. 
• Participate in special projects as necessary with NetApp Technical Support and other cross-functional teams. Develop and use collaborative relationships to solve problems. 
• Help to assimilate new employees and Technical Support personnel working with the Field Support. May train new CCM’s joining the team. 
• Establish clear ownership and provides appropriate level of communication to all relevant stakeholders including executive levels 
• Set high standards of performance and customer service for self and others on the team. 
• Foster innovative solutions in work situations and ensures that the customer perspective is the driving force behind business decisions and activities. 
• Provide direction and take ownership of escalations ensuring cases are followed up in the correct manor and involving the necessary parties to ensure resolution and customer satisfaction.

Job Requirements

Experience in escalation management and conflict resolution. 

• Strong ability to listen to and understand customer frustration points and translate them into positive outcomes. 
• Team oriented with the goal of collaboration on the customer's behalf. 
• Experience in the storage industry is desirable, with extensive experience in field or technical support. 
• Strong organization skills with ability to multi-task in high stress situations 
• Exceptional written and verbal communications skills. 
• Requires flexible hours, and ability to handle high stress customer situations. 

This individual should have experience with: 
• Support account management experience preferably with Enterprise customers. 
• Risk assessment and mitigation planning. 
• Customer support and working with customers in high stress situations on complex problems. 
• Process and methodology to solve broad issues that are complex in scope. 
• Escalation Management and associated escalation support processes. 
• Set-up and facilitation of conference call meetings that include customers, account teams, technical personnel up to and including Executives. 

This individual should have a working knowledge of: 
• NAS and/or SAN storage and surrounding infrastructure 
• Network architectures including the roles of routers, switches and protocols 
• Microsoft Enterprise operating systems and applications 
• NetApp applications software 
• RAID and storage systems 
• UNIX/LINUX/AIX/HP-UX configuration and administration 
• Data ONTAP operating system and NetApp clustering 
• Virtualization technologies 

Knowledge of commercial databases such as Oracle, SAP, and Microsoft SQL Server are desired.


- A minimum of 8 years of experience as an individual contributor and a minimum of 4 years as a project manager, tech support or escalations engineer, Support Account Manager, or Technical Account Manager is required. 
- A Bachelor of Science in Engineering or Computer Science, or equivalent related experience is required. 
- Demonstrated ability to manage multiple, critical projects is required.


So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!


If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.


We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us!  Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition.  Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time with their favorite organizations.  We provide comprehensive medical, dental, wellness and vision plans for you and your family.  We offer educational assistance, legal services, and access to discounts and fitness centers. We also offer financial savings programs to help you plan for your future.  


Join us and see what empowerment can do. 



Equal Opportunity Employer Minorities/Women/Vets/Disabled

Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

Job Segment: Medical, ERP, Engineer, Oracle, Database, Healthcare, Technology, Engineering