About the Job:
The Red Hat GSS (Global Support Services) team is seeking a Project Manager -Technical for it’s Hybrid Cloud Division to join us in Pune, India. The GSS team is Red Hat's customer-facing support organization. We provide high quality technical support to customers around the globe across Red Hat product lines aligned to Cloud Market. In this role, you will manage day-to-day operational requirements, ensuring our support team meeting the expectations of our global customers.
What will you do:
Maintain a high level of customer-focus to drive customer satisfaction
Work with Red Hat enterprise customers, leadership team as well as your team members across the globe on 24x7 basis and also requires one to work in different shifts periodically (including EST hours/night shift) depending on the business needs.
Act as a point of contact as part of 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-departmental 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 with the development, articulation, and deployment of operational initiatives to improve GSS 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 APAC region and co-ordination with other global support centres
Interface with sales, services, engineering, product management, and support management when necessary in order to prioritize customer requests
What will you bring:
Previous commercial experience in a technical support environment within a technology-oriented company or department
Proven ability to learn and apply new skills and processes rapidly and coach, mentor, influence others around them
Demonstrated team leadership experience with customer focus and service orientation
Solid troubleshooting skills and a passion for problem solving and investigation
Ability to multi-task, prioritize, and work under pressure
Ability to work in process-driven environments as well as in contexts where consultation with colleagues, taking initiative, and making judgement calls is necessary
Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
Knowledge of support systems and tools considered is a plus
An appreciation of and passion for open source software would is an advantage
Having a knowledge and understanding of the cloud technologies is a plus
About Red Hat
Red Hat is the world’s leading provider of enterpriseopen source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.
Equal Opportunity Policy (EEO)
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.