Resolution Manager
hace 3 meses
**Resolution Manager**
**Mexico City**
**_Hungry, Humble, Honest, with _**_Heart _**
**The Opportunity**
This role is hybrid.
Nutanix is seeking a well-rounded senior customer facing Resolution Managers to lead collaboration among key internal and external stakeholders to ensure customer success.
Here at Nutanix we ensure the success of our groundbreaking technology through cluster health monitoring, quick response time, and unparalleled customer obsession. We are looking to expand our world class team with customer focused individuals driving critical issues to closure. Collaborating alongside our top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our way.
**How we Work**:
We are a hybrid global team across 6 different Support centers. that balances office time to build and strengthen key internal relationships with the flexibility of occasional work from home. Occasional weekend and after business hours work is required. The team maintains communication with each other through Slack and a weekly sync. Learn more about Nutanix.
**Your role**
- Triage Critical Incidents and develop action plans to deliver customer success.
- Develop technical understanding of Nutanix’s product suite with the ability to effectively present complex technical material that is tailored to the target audience.
- Own and manage multiple critical incidents at the same time.
- Collaborate, coordinate, and ensure continuity via action plans with global team of Resolution Managers
- Consolidated Reporting for trend analysis and long-term planning
- Develop and deliver Post Assessment Reviews to identify key product, process, or people improvements.
- Ability to escalate and manage issues both internally (and externally) as needed.
- Optimize critical handovers (and engineering engagements) by providing single voice of customer to all parties involved.
- Work with technology partners (i.e., VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem.
- Provide support on weekdays and off hours on an as needed and scheduled rotational basis.
**What you’ll bring**:
- Experience in **escalation management **and conflict resolutions
- Ability to listen to and understand customer frustration points and impact of issue(s) and then translate them into positive outcomes.
- Be the customer advocate with an intense focus on their success.
- Experience in field or technical support
- Strong organization skills with ability to multi-task in high stress situations
- Requires flexible hours, and ability to handle high stress/high profile customer situations.
- Set-up and facilitation of conference call meetings that include customers, account teams, technical personnel up to and including executives.
**Qualifications and Experience**:
- Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.
- At least 3 years of escalation, technical support and/or customer management experience in an enterprise technical support environment, with advanced customer interaction skills.
- Previous **account management **or **account executive **skills desired, with ability to organize and track multiple projects.
- Must exhibit effective customer service attitude and be able to lead a team in resolving difficult customer situations.
- Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
Meet **Nick ** Sr Manager, Global Technical Support ( Nicholas Wilhelm-Olsen | LinkedIn )
- Joined Nutanix in 2020 to build a Worldwide Support team.
- Previous experience at NetApp and Lexmark.
- He is husband and father of two stepsons who makes him proud every day.
- Life Group: Family-Xperience.
**Who am I looking for?**
He is looking for a creative professional who is experienced in driving across organizational and company borders to help customers succeed when they are facing the toughest challenges.
**What the team says**:
"Nick is the type of leader you often seek, but seldom encounter. He consistently makes himself as available as you need him, but never will shy away from allowing you the independence you seek." - Ryan Morrison, Resolution Manager.
"Nick is the type of leader that provides both structure and autonomy. He does a great job at providing much needed direction and framework but does also empower you to take initiatives and bring your own ideas." - Maxime Serindou, Resolution Manager.
LI-KMS #LI-Hybrid
-
Asset Resolution Specialist
hace 2 semanas
Ciudad de México, Ciudad de México WBL California, LLC A tiempo completoAbout the JobWBL California, LLC is seeking a highly skilled Asset Resolution Specialist to join our team in the Asset Resolution/REO department. As a key member of our team, you will be responsible for supporting the REO Manager in maintaining all details related to REO properties in our portfolio.Responsibilities:Property Management: Update, track and...
-
IT Incident Resolution Specialist
hace 2 semanas
Ciudad de México, Ciudad de México Chubb A tiempo completoJob Summary:This position is responsible for supporting Major Incident Management and coordination of IT operational activities for Chubb's Infrastructure as it relates to Incident & Problem resolution. Specifically, the Major Incident Manager Jr. will have accountability for supporting the delivery of Major Incident Management services within the Technology...
-
Asset Resolution Team Lead
hace 2 semanas
Ciudad de México, Ciudad de México WBL California, LLC A tiempo completoAbout WBL California, LLCWBL California, LLC is a leading provider of short-term commercial loans to small and medium-sized businesses in the United States. Our company specializes in managing non-performing loan portfolios and real estate-owned (REO) properties.We are a 100% remote workforce company, offering a flexible and dynamic work environment. This...
-
Assistant Manager
hace 2 semanas
Ciudad de México, Ciudad de México HSBC Mexico A tiempo completoAbout the Role:We are seeking an experienced professional to join our team at HSBC Mexico as an Assistant Manager (AVP) of Recovery and Resolution Planning.Key Responsibilities:Assist in submitting local resolution plans to local regulators as required and support the group in the submission of the Resolvability Assessment Framework (RAF)...
-
Asset Resolution Team Lead
hace 2 semanas
Ciudad de México, Ciudad de México World Business Lenders, LLC A tiempo completoAbout World Business Lenders, LLCWorld Business Lenders, LLC is a leading provider of short-term commercial loans to small and medium-sized businesses across the United States. Our company specializes in managing non-performing loan portfolios and real estate-owned (REO) properties.We are a 100% remote workforce, and this position is a contract/consultant...
-
Incident Manager
hace 3 meses
Ciudad de México RED AMIGO DAL S.A.P.I. of C.V. S.O.F.O.M. E.N.R A tiempo completoAbout Konfío Konfío is at the forefront of transforming the fintech and banking landscape, leveraging technology to empower businesses with innovative financial solutions. As we embark on significant technological transformations to enhance our capabilities and services, we are seeking an experienced Incident Manager to lead the Incident Management...
-
Incident/Problem Resolution Specialist
hace 1 semana
Ciudad de México, Ciudad de México Iron Mountain A tiempo completoAbout the OpportunityWe are seeking a skilled Incident and Problem Manager to join our Global IT Service Management Team at Iron Mountain. This role is ideal for those with a background in infrastructure or application support, looking to transition into ITIL/ITSM roles.Key ResponsibilitiesSwiftly detect and respond to service-impacting events, leveraging...
-
Incident/Problem Resolution Specialist
hace 3 días
Ciudad de México, Ciudad de México Iron Mountain A tiempo completoAbout the OpportunityWe are seeking a skilled Incident/Problem Manager to join our Global IT Service Management Team at Iron Mountain. As a key member of our team, you will play a crucial role in ensuring the smooth operation of our IT services by detecting, responding to, and mitigating service-impacting events.Key ResponsibilitiesSwiftly detect and respond...
-
Assistant Manager
hace 2 semanas
Ciudad de México, Ciudad de México HSBC A tiempo completoJob Summary:We are seeking an experienced professional to join our team in the role of Assistant Manager of Recovery and Resolution Planning. This position will report to the Americas Head of Recovery and Resolution Planning in Global Treasury.Key Responsibilities:Assist in submitting local resolution plans to local regulators as required and support the...
-
Senior Service Delivery Manager
hace 1 semana
Ciudad de México, Ciudad de México Backbase Inc. A tiempo completoService Manager Role at Backbase Inc.In this pivotal position, you will oversee the successful delivery of pre-configured dev environments with deployed components of our products and supporting projects post go-live phase.Key ResponsibilitiesCollaborate with the Customer Success team to discuss requirements and expected delivery timelines.Manage client...
-
Clinical Project Manager
hace 4 meses
Ciudad de México Novartis A tiempo completo392018BR **Clinical Project Manager**: Mexico **About the role** **Work Model**:Hybrid **Locality**:Ciudad de Mexico **About the Role**: The SSO Clinical Project Manager (CPM) is accountable for the day-to-day planning, executing and reporting, (from first site initiation visit to and including study site close-out), of assigned Global Drug Development...
-
Clinical Project Manager
hace 3 meses
Ciudad de México Novartis A tiempo completoThe SSO Clinical Project Manager (CPM) is accountable for the day-to-day planning, executing and reporting, (from first site initiation visit to and including study site close-out), of assigned Global Drug Development (GDD) studies in compliance with Novartis processes and regulatory requirements. The CPM is the single point of contact and study team lead,...
-
Social Impact Manager
hace 2 semanas
Ciudad de México, Ciudad de México iPS - Powerful People A tiempo completoAbout the RoleWe are seeking a highly skilled Social Impact Manager to join our team at iPS - Powerful People. As a Social Impact Manager, you will play a key role in developing and implementing our company's social responsibility strategy.Key ResponsibilitiesIncorporate corporate social responsibility into our company's overall long-term strategy, ensuring...
-
Senior Incident Manager
hace 2 semanas
Ciudad de México, Ciudad de México 09516 Banco Nacional de Mexico, S.A., integrante del Grupo Financiero Banamex A tiempo completoJob Summary:The Senior Incident Manager will be responsible for leading the incident management process to ensure timely and effective resolution of critical service outages. This role will work closely with cross-functional teams to identify root causes, develop mitigation strategies, and implement process improvements.Key Responsibilities:Lead incident...
-
AP Manager
hace 6 días
Ciudad de México, Ciudad de México Nissan Motor Iberica SA A tiempo completoJob Title: AP ManagerAt Nissan Motor Iberica SA, we are seeking a highly skilled AP Manager to join our team. As an AP Manager, you will be responsible for ensuring the reliable and efficient process of accounts payable on a timely basis.Key Responsibilities:Manage the performance of staff on all sub-processes through the AP operations, such as payment...
-
Security Operations Manager
hace 2 semanas
Ciudad de México, Ciudad de México Jabil Circuit A tiempo completoJob SummaryAs a Security Operations Manager at Jabil Circuit, you will be responsible for leading the daily coaching, reporting, and direction of the Security personnel and operations. This role requires a strong leader who can effectively manage and motivate a team to achieve operational excellence.Key ResponsibilitiesLeadership and ManagementRecruit,...
-
Technical Support Manager
hace 2 semanas
Ciudad de México, Ciudad de México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completoAbout This RoleWe are seeking a highly skilled Technical Support Manager to join our team at Servicios Comerciales Amazon Mexico S. de R.L. de C.V. As a Technical Support Manager, you will play a critical role in ensuring the smooth operation of our technology platforms and services.Key ResponsibilitiesLead technical teams to deliver high-quality support...
-
Front Desk Operations Manager
hace 1 semana
Ciudad de México, Ciudad de México Royal Caribbean Group A tiempo completoAssistant Front Desk ManagerThe Assistant Front Desk Manager is the epitome of exceptional service, ensuring every guest interaction is seamless and memorable. As a key member of the Guest Relations Team, they bridge the gap between departments to anticipate and exceed guest expectations.Key Responsibilities:Lead by example, providing outstanding hospitality...
-
Tax Manager
hace 2 semanas
Ciudad de México, Ciudad de México Michael Page A tiempo completoAbout Michael PageMichael Page is a leading recruitment agency specializing in professional staffing solutions.Job SummaryWe are seeking a highly skilled Tax Manager to join our team. As a Tax Manager, you will be responsible for leading our tax management efforts, ensuring compliance with all relevant regulations, and collaborating with external firms to...
-
Terminal Operations Manager
hace 2 semanas
Ciudad de México, Ciudad de México Charger Logistics A tiempo completoJob SummaryWe are seeking a highly skilled and experienced Terminal Manager to join our team at Charger Logistics. As a Terminal Manager, you will be responsible for overseeing the daily operations of our terminal, ensuring that all scheduled deliveries are met with excellent customer service, customer satisfaction, and company compliance with all applicable...