Manager, Technical Support - Red Hat Cloud Services (Barcelona Office, Spain)

The Red Hat Cloud Services Customer Experience organization is responsible for the strategy, design, and implementation of end-to-end customer experience with Red Hat Managed Cloud Services. In this role, you will build and lead a global specialized team of managers and engineers entrusted to drive customers in successfully adopting Managed OpenShift, an enterprise-ready Kubernetes that runs on customers’ favorite cloud, including Amazon AWS, Google Cloud Platform, IBM Cloud, and Microsoft Azure. 

This position will define strategic direction and operational strategies for our Cloud services customers; you will work with our top-tier customers, supporting the software development life-cycle, operations management of active services, and business relationships with Red Hat. You must possess management and customer-facing skills that enable you to represent Red Hat well within a customer’s environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, and risk management. 

Our role is primarily onsite in Barcelona office, Spain, we are not hiring remote or hybrid.

What you will do

• Staff, manage, and develop a team with diverse backgrounds, including hiring, training, coaching, and mentoring, primarily focusing on managers and senior technical talents who deeply understand cloud and open source technologies with a customer-focus mindset.
• Partner cross-functionally with Sales, Engineering, Consulting, and Marketing to establish the go-to-market strategy for Cloud Services offerings.
• Foster open collaboration through a cross-functional global workflow as part of Red Hat’s Intelligent swarming model to provide world-class support.
• Ensure new cloud services become enterprise-ready by orchestrating the conception, evaluation, and operational delivery in coordination with Product development teams.
• Lead discussions with partners such as Microsoft and AWS on technical deliverables, processes, and standards to provide a jointly engineered, operated, and supported service.
• Champion and lead Agile processes including sprint planning, daily standups, and retrospectives to ensure effective tasks prioritization and translate proactive operational improvements into tasks
• Design and establish operational metrics to be captured during service operation to measure performance and use of capacity cost-effectively and timely.
• Analyze data to identify opportunities for operational improvement and develop plans for change based on these findings.
• Manage customer escalations with highly technical support requests from enterprise customers. Coordinate with sales, services, engineering, and product management when necessary to prioritize customer requests
• Oversee end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of support delivery services.
• Provide personal mentorship, direction, and skills evaluation to team members to maximize individual engagement and develop quality and depth of technical and management skills.
• Ensure customer adoption by evangelizing the benefits and value of the Red Hat subscription business and open source development models.
• Plan and manage the Travel, Hiring, and Laboratory budget, ensuring its implementation throughout the organization. Prepare forecasts of future spending based on current market conditions.
• Manage CRM through Salesforce; build reports and dashboards to analyze support service operation performance and status. Develop reporting on team initiatives and clearly communicate strategies on how to effectively carry them out

What you will bring

• Proven experience managing technical support teams across multiple regions.
• Strong backgroind with DevOps, Cloud platforms, Containers, PaaS, IaaS, and other emerging enterprise IT technologies.
• Practical experience with operating Kubernetes or Kubernetes based platforms like Red Hat OpenShift Container Platform
• Solid understanding of software development process and documented experience with agile methodologies, including Scrum, Kanban and scaled agile frameworks.
• Structured and analytical approach, with an ability to process large amounts of information, think conceptually and see the big picture.
• Experience reducing customer support contact rate through product improvement, documentation, self service efforts, customer facing tooling, and automation.
• Experience developing and managing remote support groups, international support groups,and 24x7 support operations with customer focus and service orientation.
• Commercial experience in a customer service or technical support environment for a technology-oriented company, preferably within an enterprise environment.
• Outstanding interpersonal skills, with the ability to directly interact with globally-distributed stakeholders from diverse cultural backgrounds

About Red Hat

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. 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. We're 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 Hat’s 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.