BE PART OF BUILDING THE FUTURE.

What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse? 

The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure’s vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we’ve only scratched the surface of our ambitions. 

Pure is blazing trails and setting records:

• For ten straight years, Gartner has named Pure a leader in the Magic Quadrant 
• Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globally
• Industry analysts and press applaud Pure’s leadership across these dimensions
• And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go

If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.

Should you accept this challenge: 

Pure Storage is seeking an Incident & Major Incident Manager, to join the international IT Service Management (ITSM) Team. You will be located in Bangalore. Your field of responsibility will be the Incident & Major Incident Management Practice being exercised, managed and improved globally, according to ITIL best practices standards.

Close cooperation with ServiceDesk, Service Owners, Resolver teams and ITSM Leadership team would be essential for fulfilling this role. Our candidate should have prior experience in ITSM, Service Operation/ Support, in designing, implementing and managing ITIL processes and practices,  in conducting ticket trend Analyses, driving Recovery and Continues improvement.    

Your responsibilities would be:  

Defining, maintaining, updating and communicating the Incident and Major Incident management processes to all relevant stakeholders at Pure. 

Ensuring all Incidents and Major Incidents at Pure are dealt with effectively and efficiently as they arise; invoking the appropriate change management process when and where applicable. 

Ensuring all incidents and Major Incidents have owners assigned and are satisfactorily resolved, while maintaining agreed Service Levels. 

Collating any information gathered about incidents and Major Incidents, including how they were dealt with, into meaningful Post Incidents Reports to continuously improve the Practice and handover to the Problem Management process for Service Improvements.Ensuring there are adequate resources to answer Incidents, and Major Incident escalations and issues on 24 hour x 7 day basis, and that such escalations are handled promptly. 

Jointly with Suppliers and Solution owners providing continuous improvement to Service Delivery and quality.

Managing Major Incidents, by recovery teams’ management and communication, including post reviews. 

Provide communications interface and escalation to the IT Leadership Team.

Ensuring all incidents are logged on the relevant SM Tool Suites. 

Conducting Incident analysis and identifying trends, weak points and bottlenecks by analysing SM tools data. 

Ensuring tickets are logged and resolved according to the set quality and resolution information feeds knowledge build. 

Produce operational reporting to support the Incident Management trends and Practice.  

Ensuring all P1 and  P2 incidents are actively policed and monitored, in order to ensure the right support, progress and SLA’s being met. 

Providing Incident Management support to all internal IT teams, actively work to reduce the number of recurring incidents.

Closely working with ServiceDesk function and other IT Service Management Practice owners/Managers.      

Qualifications:

To be able to work in an open office, team environment.

Ability to Lead and chair Major Incidents , to challenge timely resolutions and report progress to the IT Leadership team.

Previous experience in large scale complex IT service delivery and support environmentsExperience of designing and managing ITIL processes in organisations.Experience in problem/incident/Major incident support role

Demonstrable skills, strong knowledge and understanding of IT Service Management, IT Support/Operations and ITIL Best Practices framework.

Ability to work and operate in an international team in a multi-country environment.Proactive, good attention to detail and quality.Excellent interpersonal and communication skills.

ITIL certification (preferred)

ServiceNow experience (preferred)

BE YOU—CORPORATE CLONES NEED NOT APPLY.

Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events.

PURE IS COMMITTED TO EQUALITY.

Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.

Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

If you need assistance or an accommodation due to a disability, you may contact us at TA-Ops@purestorage.com.

APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.

If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.

DEEMED EXPORT LICENSE NOTICE.

Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.