Technical Account Manager - Openshift - UK

Technical Account Manager OpenShift UK

The Red Hat Global Services team is looking for a Technical Account Manager to join us in the UK preference would be the South of England due to the needs of the key client you will be managing. In this role you are going to provide personalized attentive support and mentorship building highvalue relationships with a small set of enterprise customers as you try to understand their IT infrastructure internal processes and business needs.

You will ensure that our customers receive access to solutions that enable their technical environments to run efficiently. As a Technical Account Manager you work closely with internal resources such as Support Delivery Engineering and Product Management depending on the customers environments and needs and facilitate cooperation with their other vendors and advocate on their behalf. In this position you are building up maintaining and growing longlasting loyalty between Red Hat and our customers.

You have the opportunity to shape the future of our technology along with subject matter experts and developers in the Open Source Community.

What you will do:

• Develop relationships with key business and IT stakeholders and become an expert on customer implementations by understanding their top business goals and priorities

• Understand customers technical infrastructure hardware processes and products

• Deliver key portfolio updates and assist customers with product upgrades

• Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies

• Perform initial or secondary investigations and respond to online and phone support requests

• Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams

• Provide advice and guidance to customers about their current and future use of Red Hats offerings

• Perform technical reviews and share knowledge to proactively identify and prevent issues

• Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans

• Build a sense of trust with customers and serve as their advocate within Red Hat

• Engage with Red Hat Engineering teams to help develop solutions based on customer engagements as well as personal experience that guide platform adoption

• Ensure high level of customer experience with each qualified engagement

• Analyze and present periodic reviews of operational performance to customer leadership

• Establish and maintain parity with Red Hats open hybrid cloud strategy

• Delivering trainings and presentations to customers staff

• Travel as necessary to visit customers or internal events
  

What you will bring:

• Expertise with enterprise cloud solutions like PlatformasaService (OpenShift) containers Kubernetes and IT automation

• Experience with Cloud computing infrastructure solutions (such as OpenShift and OpenStack) and their concepts

• Strong understanding of Linux and related technologies such as but not limited to networking and storage

• Azure (Preferred for NESO) AWS Google Cloud knowledge and general CI/CD etc.

• Prior experience in a support development engineering or quality assurance organization

• Ability to handle multiple issues and projects while maintaining a high attention to detail

• Ability to manage and grow existing enterprise customer relationships

• Excellent verbal and written communication skills in English with the ability to explain complex information to customers clearly and concisely

• Willingness to pursue certifications such as RHCE RHCA etc.

• Efficient time management as well as the ability to prioritize tasks according to their importance/urgency

• Ability to manage multiple issues and projects with focus on detail while not losing sight of the overall picture

• Be able to communicate effectively how Red Hats offerings align to customer needs and usecases

• Existing or previous SC level clearance or higher and/or a willingness to undertake clearance procedures up to SC

The following are considered a plus:

• Bachelors degree in a technologyrelated discipline preferably computer science or engineering

• Red Hat certifications such as RHCE and RHCA

• Previous handson experience with Red Hat technologies such as Enterprise Linux (RHEL) Satellite OpenShift Container Platform OpenStack Platform Ansible Automation Platform etc.

• Experience with cloud computing and cloud providers such as Microsoft Azure Amazon Web Services (AWS) Google Compute Platform (GCP) or IBM Cloud

• Comprehension of continuous integration (CI) and continuous delivery (CD) concepts

• Prior experience serving in a technical leadership or mentorship role

About Red Hat

Red Hat is the worlds leading provider of enterprise open source software solutions using a communitypowered approach to deliver highperforming Linux cloud container and Kubernetes technologies. Spread across 40 countries our associates work flexibly across work environments from inoffice to officeflex 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. Were 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.

Inclusion at Red Hat
Red Hats 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 different 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 that compose our global village.

Equal Opportunity Policy (EEO)
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