Support Infrastructure Program Manager

Hungry, Humble, Honest, with Heart.

The Opportunity

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.

About the Team

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.

Your Role

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

What You Will Bring

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

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.

The pay range for this position at commencement of employment is expected to be between USD $ 135,200 and USD $ 270,000 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.