• Associate Manager, Technical Support

    Location IN-Bangalore
    Posting date 1 week ago(1 week ago)
    Job ID
    Technical Support, Technical Training
  • 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

    Come use your people and communication skills to become the face of the Red Hat Training team. The Red Hat Global Learning Services (GLS) team is looking for an Associate Manager to join us in Bangalore, India. In this role, you will manage a global team of technical support specialists providing Level 1 support for Red Hat trainings delivered in various modalities like virtual training and self-paced online training. You’ll be responsible for motivating the team to deliver exceptional learner experience. As an Associate Manager, you’ll need to have excellent strategic and persuasion skills to successfully collaborate with peer managers, global stakeholders, and a talented team with a wide range of skill sets. Ideally, you’ll also need to have experience with training business and ticketing tools like Salesforce.com (SFDC) and ServiceNow.

    Primary job responsibilities

    • Accomplish objectives by orienting, training, assigning, scheduling, coaching, and communicating job expectations; reviewing job contributions; enforcing policies and procedures
    • Work closely with management to improve learner experience quality results by studying, evaluating, and redesigning processes, establishing and communicating service metrics, monitoring and analysing results, and implementing changes
    • Be responsible for managing all key business metrics that directly impact learner experience
    • Focus on leading team KPIs and business service-level agreements (SLAs)
    • Build a high-performing team; set goals, delegate work, hold the team accountable, and develop and empower direct reports to make decisions and take action
    • Document known issues and solutions and ensure adequate timely internal communication of problem resolutions; convey customer feedback to management
    • Provide managerial guidance to the team on customer escalations to ensure necessary action towards problem resolution
    • Be responsible for improving the overall quality and efficiency of the service that we deliver to our customers as means to improve learner experience
    • Participate in monthly business reviews

    Required skills

    • Full-time graduate with impressive academic record
    • 3+ years of experience as a direct people manager in managing an enterprise technical support team
    • Familiarity with tools like performance management, ticket management, knowledge base, and escalation management
    • Excellent written and verbal communication skills in English
    • Adept at reporting and business presentations
    • Readiness to work outside normal Indian business hours based on business requirements
    • Good talent management and performance management skills
    • Ability to interact effectively with internal and external partners and customers
    • Flexibility to manage multiple projects and teams successfully in a fast-paced, growing business
    • Experience in technical training Industry is a plus

    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.



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