• Escalation Manager

    Location IN-Pune
    Posting date 2 weeks ago(2 weeks ago)
    Job ID
    Project Management
  • Company Description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat Customer Experience and Engagement (CEE) team is looking for an Escalation Manager to join our Escalation Management team (EMT) in Brisbane, Australia. In this role, you will work as part of the EMT customer-facing escalation management team. You’ll help us provide high-quality technical support to Red Hat’s customers (subscribers) around the globe across all of Red Hat’s offerings. As an Escalation Manager, you’ll need to be an experienced professional with a full understanding of industry practices and company policies and procedures. You’ll need to have the ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. You’ll also need to demonstrate good judgment in selecting methods and techniques for obtaining solutions and ability to communicate effectively with senior internal and external associates or partners.

    Primary job responsibilities

    • Facilitate technical and management escalations in our installed base by working with CEE teams, Engineering Business teams, and third-party partner companies
    • Perform technical project and problem escalation management using a holistic approach,     typically from initiation to resolution delivery, while ensuring that appropriate associates 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; keep all relevant parties informed
    • Perform regular updates to Unified Escalations List and Watch List entries for the assigned situations in a manner which is consistent for the intended audience (Support Delivery, Sales, C-level executives, etc.)
    • Monitor and coach technical support engineers, customer success managers, or technical account managers to continue to manage the escalation situation, while enhancing their soft skills
    • Serve as a local focal point to receive and address process improvement recommendations, as well as questions on processes and procedures
    • Ensure that the quality of case contents and 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

    Required skills

    • 5+ years of industry experience managing customer escalations
    • Experience identifying and implementing process improvements
    • Experience dealing with complex implementations and multidisciplinary teams
    • Solid experience with planning and communicating with diverse stakeholders with differing goals, from engineers to support, to Sales, to C-level executives
    • Demonstrated record of successful cross-functional (and cross-company) team management
    • Ability to work in both English and at least one other language like Korean, Japanese, Mandarin, or Cantonese is a plus
    • Technical support experience, including open source technologies, is an advantage

    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.

    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.



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