Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies.
Red Hat sustaining engineering team is looking for a creative, passionate individual who is ready to join us as Associate Manager – Technical Support and learn within an innovative and dynamic company.
Job Designation : Associate Manager – Technical Support
Qualification : Bachelor’s Degree
Experience : Freshers
Salary : 5 LPA – 9 LPA
Skill Set :
- Knowledge of support systems and tools
- Appreciation and passion for open source software
- Ability to identify potential, develop people, and motivate and build a team
- 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
- 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 solution.
Job Description :
- Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL)
- 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
- 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, advising and educating customers
- Receive assignments in the form of objectives and define how to use resources to meet schedules and goal
Location : Pune, India
