Red Hat Manager, Technical Support in Bangalore, India

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Global Learning Services (GLS) is looking for a Manager for the Technical Support team to join us in Bangalore, India. In this role you will manage a global team of technical support specialists providing level 1 and level 2 support for Red Hat trainings delivered in various modalities like virtual training or self-paced online training. You will be responsible for motivating the team to deliver exceptional and premium learner experience. You will possess excellent strategic and influencing skills to successfully collaborate with peer managers, global stakeholders, and a highly talented team with a wide range of skill sets. Customer advocacy is the key for this role as you will be the face of Red Hat Training.

Primary job responsibilities

  • Accomplish technical support human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, communicating job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions; enforce policies and procedures

  • Improve learner experience quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, implementing changes

  • Be responsible for managing all key business metrics that directly impact learner experience

  • Focus on leading team KPIs and business SLAs

  • Build a high performing team; set goals, delegate work, hold teams accountable; develop and empower direct reports to make decisions and take action

  • Document known issues and solutions and ensure adequate timely internal communication of problem resolutions; explain customer feedback to management

  • Provide managerial guidance to the team on customer escalations to ensure necessary action towards problem resolution

  • Improve the overall quality and efficiency of the service we deliver to our customers as a means to improve learner experience

  • Flexible to manage multiple projects and teams successfully in a fast-paced, growing business

  • Develop a team that can guide detractors and passives to promoters and advocates of Red Hat Global Learning Services

  • Participate in monthly business reviews

Required skills

  • Full-time graduate with impressive academic records

  • 5+ years of experience as a direct people manager in managing an enterprise technical support team

  • Familiarity with performance management, ticket management, knowledge base, and escalation management tools

  • Impeccable verbal and written communication skills

  • Adept in reports and business presentations

  • Willingness to work outside normal Indian business hours based on business requirements

  • Expert talent management and performance management skills

  • Ability to interact effectively with internal and external partners and customers

  • Ability to communicate effectively at all levels including senior management and executives

  • Previous experience in training business and ticketing tools like Salesforce.com or ServiceNow is a major plus

  • Experience in technical training industry is a plus

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Job ID 62451

Category Technical Support, Technical Training