Red Hat Support Operations Lead in Brisbane, Australia

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

Red Hat’s Customer Experience and Engagement (CEE) team is looking for a Support Operations Lead to join our Technical Support team in Brisbane, Australia. In this role, you will work as part of a customer-facing support team. You’ll help us provide high quality technical support to Red Hat’s customers (subscribers) around the globe across all of the Red Hat solutions portfolio.

Primary job responsibilities

  • Maintain a high level of customer-focus to achieve customer satisfaction

  • Manage the day-to-day operational requirements, ensuring the support teams are meeting the support needs of customers; ensure that all requests are handled within the service-level agreements (SLAs), coordinating the correct level of resourcing for cases with other teams when necessary

  • Serve as a point of contact for the support leadership team for customer and internal escalations

  • Frequently interact with support associates, customers, or company leadership team members for matters that require cross-functional collaboration

  • Follow processes and operational policies in selecting methods and techniques for obtaining solutions

  • Assist with forecasting, workforce, and capacity planning

  • Assist with regular operational reporting

  • Assist in creation of action plans for KPIs and SLA improvement initiatives

  • Assist with development, articulation, and deployment of operational initiatives to improve CEE support delivery and move to operational efficiency

  • Provide input to improvement programs to develop global support process and procedures as part of the support leadership team across the Asia Pacific (APAC) region and other global support centres

  • Coordinate with sales, services, engineering, product management, and support management teams when necessary in order to prioritize customer requests

Required skills

  • 2+ years of commercial experience in a customer services or technical support environment in a technology-oriented company or team

  • Proven ability to learn and apply new skills and processes rapidly and coach, mentor, and persuade others around you

  • Demonstrated team leadership experience with customer focus and service orientation

  • Solid troubleshooting skills and passion for problem-solving and investigation

  • Ability to handle multiple priorities and work under pressure

  • Ability to work in process-driven environments and in contexts where consultation with colleagues, taking initiative, and making judgement calls are necessary

  • Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat’s associates

The following are considered a plus:

  • Knowledge of support systems and tools

  • Knowledge of industry support and project methodologies like Information Technology Infrastructure Library (ITIL), agile, or Prince2

  • Appreciation and passion for open source software

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 63582

Category Project Management