Critical Situation Manager

+1 more | Remote
Sorry, this job was removed at 4:15 p.m. (CST) on Monday, December 27, 2021
Find out who’s hiring remotely Nationwide
See all Remote jobs Nationwide
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

About the job
The Red Hat Escalation Management Team (EMT) is looking for a Critical Situation Manager with a full understanding of IT and high-tech industry problem-solving practices in the western U.S. In this role, you will be part of a team, which is Red Hat's customer-facing escalation management organization and provides high quality technical support to Red Hat's customers around the globe and across all of Red Hat's solutions portfolio and product lines. You will actively participate in customer and internal escalations that may be isolated to one case or broader escalations involving multiple cases. Well-qualified, home-based applicants within the U.S. will be considered to work remotely in a state where Red Hat is registered to do business.
What you will do

  • Manage critical customer situations in our installed base by providing leadership and guidance to technical support engineers, customer success managers, engineering partners, and third-party partner companies
  • Perform technical project and problem escalation management using a holistic approach, typically from initiation through resolution delivery, while ensuring that appropriate resources are engaged when needed
  • Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner
  • Use excellent communication skills to keep all relevant parties informed
  • Mentor and coach peers within the technical support organization to continue managing escalations while enhancing their soft skill set
  • Be the local point of cntact for questions about processes and procedures and to receive and address process improvement recommendations
  • Provide updates to internal stakeholders in a manner which is consistent for the intended audience, including technical support delivery, sales, and upper management
  • Assure that the quality of case contents and case management meet internal standards
  • Monitor call handling and hand off to ensure that escalated cases are being handled promptly and by priority
  • Document case quality analysis on escalated cases
  • Provide feedback to managers on case and process performance at an individual level
  • Train associates on new or revised processes


What you will bring

  • 5+ years of high-technology industry experience managing customer incidents, escalations, and critical situations
  • Background in technical support or technical customer service
  • Experience dealing with key customers and complex technical issues
  • Experience identifying and implementing process improvements
  • Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps
  • Familiarity with Red Hat's portfolio of offerings and subscription-based business model
  • Knowledge of common enterprise software applications and servers
  • Ability to work on problems of diverse scope where data analysis requires evaluation of identifiable factors
  • Experience dealing with complex implementations and cross-functional teams
  • Outstanding communication skills and experience planning and communicating with diverse stakeholders with differing goals, ranging from individual contributors to executive management
  • Bachelor's degree in a technology-related discipline 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.

More Information on Red Hat
Red Hat operates in the Automation industry. The company is located in Raleigh, NC, Ann Arbor, MI, Atlanta, GA, Austin, TX, Boston, MA, Washington, DC, Charleston, SC, Charlotte, NC, Chicago, IL, Dallas, TX, Denver, CO, Durham, NC, Los Angeles, CA, Minneapolis, MN, New York, NY, Richmond, VA, St. Louis, MO, Sunnyvale, CA, McLean, VA and Westford, MA. Red Hat was founded in 1993. It has 20000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Team based strategic planning and Flexible work schedule. To see all 13 open jobs at Red Hat, click here.
Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Candidate Location Eligibility:
Raleigh-Durham, NC

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Red HatFind similar jobs