About the job
Red Hat's Enterprise Data and Analytics (EDA) team is looking for a talented Platform Support Manager to join our team in Raleigh, NC and help manage the strategy and delivery of monitoring, tuning, and maintaining our ecosystem of data platforms. In this role, you will support the end-user experience and use that feedback to guide improvements in both technology and process. Our platforms currently provide data and insights to thousands of users and your job will ensure optimal performance. This will include data flows into our data warehouse and the data pipelines into visualization and data science tools.
What you will do

• Deliver strategy on lead implementation of our enterprise job scheduler, Apache Airflow
• Own and grow all aspects of data platform operations including production support
• Build and lead the production support function and associated processes to be the primary interface with users for production issues, establish tiered support model, and manage escalations
• Establish processes and systems in collaboration with Data Management Tools and Global Enterprise Support teams to proactively monitor and alert all aspects of EDA's data platform and workflows
• Define and evangelize issue communication frameworks to ensure that users are notified appropriately
• Establish and track SLAs for all data operations activities
• Ensure visibility of all operational issues and metrics to management and leadership and proactively identify opportunities for operational efficiencies
• Establish and evangelize operational best practices, frameworks, and processes across all aspects of data platform operations
• Define and implement an engagement model with key partners related to production support, ongoing communication, and escalation processes

What you will bring

• 8+ years of experience working in data or technical operations
• Demonstrated experience of running technical support teams and guiding operational excellence
• Experience working with modern cloud-native data warehouses, preferably Redshift
• Familiar with current business intelligence tools like Tableau or Business Objects (BOBJ)
• Amazon Web Services (AWS) cloud platform experience
• Experience working with Python and SQL
• Experience with SignalFX, Catchpoint, or Splunk
• Experience working in an agile environment with a cross-functional and globally distributed team including off-shore teams
• Ability to manage multiple projects and priorities
• Experience building and maintaining solid relationships with external partners
• Deep understanding of enterprise data warehousing best practices is a plus
• Bachelor's degree in a related field with 5+ years of relevant working experience or master's degree with 2+ years of working experience in computer science or software engineering is a plus

About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.