Red Hat Manager, Technical Support in Bangalore, India

Company Description

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.

Job summary

The Red Hat Global Learning Services (GLS) team is looking for a technical functional manager to join us in Bangalore, India. In this role, you will manage a global team of technical support specialists providing Level 1 support for Red Hat’s certification exams delivered in different modalities, like classroom and kiosk-based individual exams, and you’ll also manage a proctoring team that remotely monitors Red Hat’s certification exams. You will be responsible for motivating the team to deliver exceptional, best-in-class support experience. You’ll need to have the ability to envisage new solutions to old problems and to reinvent your point of view in new and unique ways. You’ll also need excellent persuasion skills to successfully collaborate with peer managers, global stakeholders, and a talented and dynamic team with a wide range of skill sets. Customer advocacy is the key for this role as you will be the face of Red Hat’s certification exams.

Primary job responsibilities

  • Provide technical support for HR objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counselling, and communicating job expectations, as well as planning, monitoring, appraising, and reviewing job contributions, planning and reviewing compensation actions, and enforcing policies and procedures

  • Improve technical support and quality experience results by studying, evaluating, and redesigning processes, establishing and communicating service metrics, monitoring and analysing results, and implementing changes

  • Be responsible for managing all key business metrics that directly impact student experience

  • Deliver team KPIs and business SLAs

  • Build a high-performing team; set goals, delegate work, hold team accountable, develop and empower direct reports to make decisions and take action

  • Document known issues and solutions and ensure adequate timely internal communication of problem resolutions

  • Convey customer feedback to management

  • Provide managerial guidance to the team on customer escalations to ensure necessary action towards problem resolution

  • Be responsible for improving the overall quality and efficiency of the service we deliver to our customers as a means to improve support experience

  • Manage multiple projects and teams successfully in a fast-paced and growing business

  • Be capable of putting together a team that can drive detractors and passives to promoters and advocates of Red Hat GLS team

  • Participate in monthly business reviews

Required skills

  • University graduate with impressive academic records

  • 5+ years of experience as a direct people manager managing an enterprise technical support team

  • Familiarity with tools such as performance, escalation, and ticket management, and with knowledge base

  • Excellent verbal and written communication skills

  • Ability to interact effectively with internal and external partners and customers

  • Ability to communicate effectively at all levels including senior management and executives

  • Adept in reports and business presentations

  • Readiness to work outside regular Indian business hours based on business requirements

  • Expert talent management and performance management skills

  • Experience in technical training industry is a plus

  • Previous experience in training and certification business and with ticketing tools like Salesforce.com (SFDC) and ServiceNow are a plus

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, uniformed services, 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.

Job ID 66751

Category Technical Support, Technical Training