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
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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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