Support Operations Lead
Support Operations Lead
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Job Description
The Red Hat GSS (Global Support Services) team is seeking a Lead Technical Support Engineer to join us in Pune India. The GSS team is Red Hats customer-facing support organization. We provide high quality technical support to customers around the globe across all Red Hat product this role you will manage day-to-day operational requirements ensuring the support team is meeting the support needs of customers.
What you will 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 you will bring:
Previous commercial experience in a customer service or 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
#LI-SH4
About Red Hat
Red Hat is the worlds leading provider of enterprise open 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. 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)
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.
Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application email . General inquiries such as those regarding the status of a job application will not receive a reply.
Employment Type
Full-Time
