Support Infrastructure Program Manager

Nutanix•Durham, NC

1d•Hybrid

About The Position

We are seeking an experienced and detail-oriented Support Infrastructure Program Manager to oversee and optimize the physical and digital infrastructure with our Global Support Organization. This role is critical in driving the transformation of our lab environment, ensuring they remain state-of-the-art to facilitate seamless service delivery and complex issue reproduction. As the Program Manager, you will act as the central point of coordination for the reservation system and hardware lifecycles, from procurement and installation to End-of-Support-Life (EOSL) replacement. You will collaborate with cross-functional teams to ensure that our lab environment is scalable, utilized effectively, and aligned with our global support and product organizational goals. This role is part of a dynamic and dedicated Global Support Organization at Nutanix. The team is characterized by its collaborative culture that emphasizes operational excellence and innovative problem-solving. Committed to enhancing the customer support experience, the team strives to optimize processes, tools, and metrics to ensure a seamless service delivery. The mission of this team is to drive efficiency and elevate customer satisfaction in every interaction, reflecting Nutanix's dedication to delivering exceptional support for its enterprise software products. You will report to the leader of the PMO Organization in Worldwide Support which fosters collaboration and empowers team members to take initiative, ensuring that all team efforts are aligned and effectively contribute to overarching goals. The work setup for this role is hybrid, requiring team members to be in the Durham, NC office for a few days of each week, balancing in-person collaboration with the flexibility of remote work.

Requirements

Strong problem-solving and critical-thinking abilities
Detail-oriented with a focus on operational efficiency
Proactive and results-driven mindset
Ability to lead and influence cross-functional teams without direct authority
Excellent organizational and time-management skills
Excellent communication, collaboration, and stakeholder management skills
Strong knowledge of enterprise support processes and tools (e.g., CRM, ticketing systems, dashboards)
Proficiency in tools like Salesforce, Jira, ServiceNow and Confluence
Experience in process improvement methodologies (e.g., Lean, Six Sigma)
Technical background or familiarity with enterprise software products and their support needs
PMP, PRINCE2, or similar project management certifications
5+ years of experience in program management, operations management, or a similar role within a support or enterprise software organization

Nice To Haves

Familiarity with frameworks like ITIL or customer support best practices is a plus

Responsibilities

Program Management Design, implement, and manage programs that support the strategic goals of the support organization
Lead cross-functional initiatives to improve service delivery, operational efficiency and customer outcomes
Monitor progress of key projects and ensure milestones are met on time and within budget
Lab Transformation & Infrastructure Management Design, implement, and manage programs that modernize the internal support lab environment to meet evolving technical needs
Oversee the software and hardware lifecycle, including identifying and procuring new infrastructure to replace EOSL equipment
Ensure effective utilization of lab assets by monitoring environment health and capacity
Continuous improvement of the reservation system to meet the growing needs of the support organization
Operational Excellence Define and optimize workflows for lab access, licensing, equipment reservation, hardware testing and training procedures
Manage the operational rhythm of the lab, including tracking software and hardware inventory, maintenance schedules, and KPI reporting
Identify bottlenecks in lab availability or performance and implement hardware, software or process solutions to improve throughput
Collaboration & Stakeholder Management Partner with support leaders and product teams to ensure lab environments are ready for New Product Introductions (NPI)
Act as the primary liaison between data center operations, procurement, reservation system, and support teams to drive infrastructure improvements
Facilitate regular updates with stakeholders to provide visibility into lab roadmaps and procurement status
Performance & Reporting Develop performance metrics to measure lab utilization, uptime, and the ROI of new equipment investments
Deliver regular reports to leadership highlighting infrastructure risks, hardware trends, and upcoming lifecycle needs
Analyze data to identify patterns in equipment failure or underutilization to drive actionable insights for future procurement