Global Field Support manager

Description:

At Infinidat, a Lenovo company, we empower enterprises and service providers with cutting-edge storage platforms that redefine performance, reliability, and cyber resilience at scale.

As the leader of the Remote Support organization, you will be responsible for driving operational excellence across the teams, ensuring best practice procedures and highest standard of technical disciplines. You will collaborate effectively with other functions across the Development, Level 3 (L3) Support, Customer Support, Mechanical Engineering, and Account Technical Advisers. You will balance short-term execution and escalation management with long-term organizational development, process optimization, and continuous improvement initiatives.

- Lead and develop multiple global technical teams through their GEO Team Leads/Manager.
- Drive operational excellence, technical disciplines, process improvements, and global alignment.
- Partner with R&D, Product, Mechanical Engineering, and Customer-facing teams to improve customer outcomes.
- Collaborate with a variety of teams and interests (Senior Support Team, Technical Advisers, Global Operations)
- Ensure high levels of customer satisfaction and service delivery.
- Provide leadership, coaching, and strategic direction to Managers/Team Leads and senior technical contributors.
- Prioritize resources and initiatives to maximize business impact
- Contribute to maintaining and improving internal knowledge base and procedures
- Engage with L3 to solve field issues, known best practices and procedure updates
- Actively participate in projects as assigned, in order to achieve department and Company goals
- Travel domestically or internationally as required

- Experience:
- Proven experience leading managers and global technical teams.
- Outstanding communications skills (written and verbal)
- Strong background in enterprise storage, Linux, networking, and customer support organizations.
- Strong leadership and stakeholder management skills.
- Ability to drive organizational change, process improvements, and operational excellence.
- The position requires a willingness to work during weekends and holidays as needed
- Preferred Qualifications:
- Customer support experience (Tier 2-3)
- Experienced working in a Linux environment, familiarity and comfortable at the command line interface, basic networking familiarity and problem determination
- Knowledge of enterprise storage systems (SAN and NAS)
- Familiarity with multiple operating systems (Linux, VMWare, AIX, MAC-OS, Windows)
- Soft Skills:
- Outstanding communication skills
- Fluent written and spoken English
- Strong troubleshooting and problem-solving skills
- Fast learner, independent and detail oriented
- Experience and familiarity with processes and ticket management systems
- Excellent understanding of different collaboration tools (Slack, HO, Chat, Jira, Wiki)
- Ability to multitask
- Ability to work flexible hours
- Travel as required