Red Hat Senior Manager - Technical Support in Pune, India
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.
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
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
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Job ID 62979
Category Technical Support