Manager on Duty

Pure Storage; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Flexible time off

Wellness resources

Company-sponsored team events

Job summary

Pure Storage seeks a Manager On Duty to lead real-time incident resolution across global teams from Bengaluru. You will bridge customers, account teams, and engineering to safeguard business continuity and de-escalate high-priority emergencies.

Role requires 5+ years in enterprise tech, strong incident leadership, and ability to coordinate across time zones, with a focus on continuous improvement of support delivery.

Qualifications

• Minimum of 5 years supporting Fortune 500 clients in enterprise tech.
• Proven ability to manage high-pressure incidents and lead cross-functional teams.
• Experience coordinating global, 24/7 support operations.
• Strong communication with engineers, support, and executives.

Responsibilities

• Lead real-time crisis incident escalations across teams to accelerate resolution.
• Coordinate 24/7 global shift handoffs and ensure seamless commitments.
• Oversee RCA and executive follow-up meetings to restore confidence.
• Analyze escalation patterns and propose operational improvements.

Skills

Mission-Critical Incident Leadership

Cross-Functional Collaboration

Operational Incident Management

Strategic Communication

Shift Management

Job description

The Role

As a Manager On Duty within Everpure's Global Technical Support organization, you will serve as the critical mission commander orchestrating real-time resolution for enterprise-level operational incidents. Acting as the ultimate bridge between global customers, account management teams, and internal engineering resources, your goal is to safeguard business continuity and de-escalate high-priority customer emergencies. You will drive operational stability across shift handoffs, direct cross-functional resource allocation during active incidents, and champion systemic improvements across the customer experience landscape.

What You'll Do

• Lead Live Crisis Incident Escalations: Direct real-time triage, cross-functional resource allocation, and technical alignment between engineering, customer support, and sales leadership during critical incident escalations to accelerate resolution times for high-value accounts.
• Bridge Global Shift Handoffs: Coordinate continuous 24/7 engagement models across international time zones with fellow Managers On Duty, ensuring seamless tracking, transfer, and execution of commitments for critical customer accounts.
• Drive Root Cause Accountability Commitments: Oversee post-escalation deliverables-including technical root cause analyses (RCA) and executive follow-up meetings-to restore operational confidence and reinforce long-term partner trust.
• Transform Trend Insights into Operational Improvements: Analyze escalation patterns and operational friction points across shift workflows, presenting actionable recommendations to CX leadership to proactively reduce incident volume and refine support frameworks.

What You Bring

• Minimum of 5 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
• Proven Mission-Critical Incident Leadership: Strategic ability to drive stability and alignment in high-pressure operational environments, expertly managing time-sensitive crises and leading cross-functional teams toward swift resolution.
• Cross-Functional Technical Account Navigation: Advanced expertise communicating across complex technical ecosystems (such as enterprise storage, virtualization, networking, or cloud frameworks) while maintaining clear engagement with both technical personnel and executive stakeholders.
• Systemic Problem-Solving Operational Agility: Strong capacity to analyze incident trends, uncover systemic pain points, and champion continuous process improvements that enhance global support delivery.
• Schedule Flexibility: Ability to work flexible shift patterns as needed to ensure complete continuous coverage across global customer support operations.

Location Requirement

We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

What You Can Expect From Us

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology, Fortune's Best Workplaces in the Bay Area, and certified as a Great Place to Work!
• Team: We build each other up and set aside ego for the greater good.

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.

Accommodations and Accessibility

Candidates with disabilities may request accommodations for all aspects of our hiring process.

Our Commitment to a Strong and Inclusive Team

We're forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn't just accepted but embraced. That's why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

Everpure is proud to be an equal opportunity 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.

Join us and bring your best.

Bring your bold.

Pure and simple.