Red Hat Support Operations Lead in Brisbane, Australia
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.
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
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