Red Hat is looking for a Manager, Technical Support to lead our specialized Cloud Services team in Ireland. You will build and manage a global group of managers and engineers, driving customer adoption of Red Hat Managed Cloud Services, specifically Managed OpenShift. Your role will define strategic and operational direction while working directly with top-tier customers and partners.
What You'll Do
- Staff, manage, and develop a team with diverse backgrounds, including hiring, training, coaching, and mentoring, primarily focusing on managers and senior technical talents.
- 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.
- Champion and lead Agile processes including sprint planning, daily standups, and retrospectives.
- Design and establish operational metrics to measure performance and use of capacity cost-effectively and timely.
- Analyze data to identify opportunities for operational improvement and develop plans for change.
- Manage customer escalations with highly technical support requests from enterprise customers.
- Oversee end-to-end ITIL Service Management best practice policies, processes, and procedures.
- Provide personal mentorship, direction, and skills evaluation to team members.
- 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.
- Manage CRM through Salesforce; build reports and dashboards to analyze support service operation performance and status.
What We're Looking For
- Proven experience managing technical support teams across multiple regions.
- Strong background 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.
Technical Stack
- Kubernetes
- Red Hat OpenShift Container Platform
- Amazon AWS
- Google Cloud Platform
- IBM Cloud
- Microsoft Azure
- Salesforce
Team & Environment
You will build and lead a global specialized team of managers and engineers.
Work Mode
This is a hybrid role based in Ireland. You may be located in Barcelona, Waterford, Dublin, or Cork.
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer.
