Red Hat Senior Manager - Technical Support in Pune, 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 Support Delivery team is looking for a Senior Manager for the Technical Support Delivery team to join us in Pune, India. In this role, you'll help our team provide high-quality technical support to Red Hat customers around the globe and across all Red Hat solution lines. You will handle a broad range of responsibilities within technical support delivery, including team management and performance assessment. You will also have significant exposure to global issues, while partnering with local and global management teams.

Primary job responsibilities

  • Guide a dispersed technical support team consistently through strategic changes happening throughout the Global Support Delivery team

  • Mentor next level managers who address customer escalations for highly technical support requests from enterprise customers online and over the phone

  • Manage and develop technical support teams, including recruiting, hiring, professional development, and global project engagement

  • Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and escalation management

  • Define and implement executive level dashboards and metrics reporting

  • Identify patterns and recommend enhancements to our solutions and services to fulfill customer needs; work with other functions to refine and implement those changes

  • Maintain a high level of customer satisfaction within the India region

  • Implement strategic changes to improve knowledge management, customer support, and problem solving

  • Manage clear escalation paths, including resource alignment and communication protocol

Required skills

  • 5+ years of experience managing technical support teams across multiple regions

  • 10+ years of leadership experience and experience in setting regional operational and strategic goals

  • Experience developing and managing remote support groups, international support groups, and 24/7 support operations

  • Commercial experience in a customer service or technical support environment for a technology-oriented company, preferably within an enterprise environment

  • Ability to learn and apply new skills and processes rapidly and coach others

  • Demonstrated team-management experience with customer focus and service orientation

  • Outstanding interpersonal skills, with the ability to directly interact with globally-distributed stakeholders from diverse cultural backgrounds

  • Familiarity with Red Hat's solutions portfolio and open source software development

  • Software engineering background; experience with RPM-based Linux and Java technologies is preferred

  • Knowledge of DevOps, cloud, containers, Platform-as-a-Service (PaaS), Infrastructure-as-a-Service (IaaS), and other emerging enterprise IT technologies

  • Bachelor's degree or higher in computer science or other technical discipline is preferred

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, veteran status, 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 62979

Category Technical Support