Technical Support Operations Manager - Telecom Service Providers

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Job summary
The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Support Operations Manager with telecommunications service provider experience to join us in the U.S. or Canada. In this role, you'll work with product marketing, sales specialists, and delivery teams to guide our portfolio of solutions and make a significant impact on our business. You'll build a complete plan, get directly involved, and get things done. As a Technical Support Operations Manager, you will partner with a small set of industry-leading associates to enable customers' technical environments to run efficiently so that they can focus on growing their business. You'll forge relationships with our customers, develop a deep technical understanding of their Red Hat implementations, share technical best practices, and serve as a point of contact for any major incidents, including managing customer expectations and communications to resolution of such incidents. Applicants in the Eastern Time Zone (ET) are preferred; well-qualified, home-based candidates will be considered.
Primary job responsibilities

  • Develop relationships with key business, technology, and operations stakeholders and become an expert on customer implementations by understanding their top business goals and priorities
  • Provide advice and guidance to customers about their use of current and future Red Hat offerings
  • Guide issue escalation with Red Hat and customer teams
  • Complete analysis and present periodic reviews of operational performance to customer leadership
  • Define and deliver key business analytics and metrics packages to internal stakeholders
  • Manage customer use cases and maintain clear and concise case documentation
  • Create customer engagement plans and keep the documentation on customer environments updated
  • Manage and grow customer relationships by delivering attentive, relationship-based support
  • Build a sense of trust with customers and serve as their advocate within Red Hat
  • Engage with Red Hat's product engineering teams to help develop solutions patterns, based on customer engagements as well as personal experience, that promote platform adoption
  • Engage with Red Hat's field teams, customers, and partners to ensure a positive telecommunications NFV experience and a successful outcome resulting in long-term enterprise success
  • Communicate how specific Red Hat's cloud solutions and our cloud roadmap align with customer use cases
  • Travel, as necessary, to visit customers and attend events, following Red Hat's COVID-19 guidelines
  • Work closely with product business units, product engineering, consulting, and sales to ensure a world- class customer experience with Red Hat's offerings
  • Provide delivery escalation management, serving as an escalation point for issues beyond project team authority; resolve conflicts involving project priorities, resources, or contractual issues with customers


Required skills

  • Experience working in a technical support, development, engineering, services, or quality assurance organization
  • Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
  • Outstanding written and verbal communication skills to convey complex information to customers clearly and concisely; experience presenting to C-level executives at large companies is a plus
  • Competent comprehension of enterprise architecture and strategic business drivers
  • Ability to manage multiple issues and projects with focus on detail
  • Willingness to travel to client locations when needed, following Red Hat's COVID-19 guidelines
  • Experience with telecommunications solutions and services and knowledge of one or more communications service provider markets
  • Specific knowledge in network functions virtualization (NFV) and software-defined networking (SDN)
  • Knowledge of Mobile, e.g., 5G, 4G, 3G, and 2G, or fixed networks, e.g., network architectures, service models, or service provisioning
  • Experience working in a strategic advisory capacity to senior telecommunications network and business executives
  • Experience with service-level agreements and key performance indicators
  • Knowledge of telecommunication business processes related to business support system (BSS) and operations support system (OSS) operations, including eTOM, Frameworx, or ITIL
  • Familiarity with Red Hat's portfolio of offerings, open source software development, and open source business models
  • Proficiency in Salesforce.com (SFDC) CRM and Google Sheets
  • Ability to achieve results by working cross-functionally with sales, marketing, and product teams
  • Degree in electrical, telecommunications, or other network-related engineering, or equivalent industry certification


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.
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.

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.
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