Job Description
The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Manager to join our Hybrid Cloud Division in Pune, India. In this role, you will manage a team of highly technical associates who are responsible for providing an excellent service for our enterprise customers. You'll work with your peers around the world to guide initiatives and continually develop technical team members. As an Associate Manager, youll need to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving the customer experience.
Responsibilities
- Manage the front-line Technical Production Support team covering Red Hats hybrid cloud infrastructure solutions portfolio, which includes offerings like Red Hat Enterprise Linux (RHEL), Red Hat OpenShift, Red Hat OpenStack Platform, Red Hat Virtualization, etc.
- Oversee the day-to-day activities of technical teams, consisting of junior to senior technical support engineers
- Manage customer escalations with highly technical support requests from enterprise customers via the phone and the web; maintain a high level of customer satisfaction
- Work with Red Hat enterprise customers, leadership the team as well as your team members across the globe on a 24/7 basis; this will also require you to work in different shifts periodically (including EST hours and night shift), depending on the business needs
- Promote and guide continuous professional and personal development of team members
- Improve knowledge management, customer-centric support, and issue problem-solving
- Coordinate improvement programs for global support processes and procedures
- Cooperate daily with other front-line global centers and other teams within Red Hat to prioritize customer requests
- Provide leadership in problem-solving, including proposing and discussing fixes and advising and educating customers
- Receive assignments in the form of objectives and define how to use resources to meet schedules and goals
- Provide guidance to associates within the established company policies; recommend changes to policies and procedures
- Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue
- Follow processes and operational policies in selecting methods and techniques for obtaining solutions
- Serve as an adviser to associates to meet schedules and resolve technical problems
Required Skills
- Previous commercial experience in a customer service or technical support environment, in a technology-oriented company or department
- Proven ability to learn and apply new skills and processes quickly, and coach and teach others
- Demonstrated experience managing a team with customer focus and service orientation
- Ability to identify potential, develop people, and motivate and build a team
- Solid troubleshooting skills and a passion for problem solving and investigation
- Ability to handle multiple tasks at once, prioritize, and work under pressure
- Ability to work in process-based environments, with the necessity of consultations, taking initiative, and making decisions
- Solid leadership and coaching skills
- Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
- Good written and verbal English communication skills
The following are considered a plus:
- Commercial Linux experience in the enterprise sector
- Knowledge of support systems and tools
- Knowledge and understanding of the cloud technologies
- Appreciation and passion for open source software