Job
Description
The Business Intelligent division of GSS (Global Support Services) team is seeking a Manager - Technical Support to join us in Pune, India. The GSS team is Red Hat's customer-facing support organization. The GSS team provides high quality technical support to Red Hat customers across the globe on all Red Hat products. In order to identify improvement opportunities across the CEE (Customer Experience & Engagement) business lines that includes GSS, the Business Intelligence team of Data Scientists analyse the customer and associate data. As part of the Business Intelligence group we are required to drive initiatives and programs, as well as lead the data science apprenticeship program. In this role, you are required to manage the Business Intelligence related projects, initiatives and lead the team of data scientists.We are seeking an experienced and strategic Manager to lead our talented team of data scientists. The ideal candidate will be a hands-on leader who can provide technical guidance, manage complex projects, and drive data-driven decision-making across the organization. You will be responsible for mentoring team members, defining our data science roadmap, and translating business challenges into data science solutions that deliver significant impact.What you will do
Lead the Data Scientists team
Oversee the day-to-day activities of technical teams, consisting of varied level of experienced Data Scientists
Promote and guide continuous professional and personal development of all team members
Provide guidance to associates within the established company policies; recommend changes to policies and procedures
Improve knowledge management, promote customer-centric mindset and enhance problem solving capabilities of the team
Manage the internal stakeholders requirements and expectations about complex projects and initiatives related to data and Artificial Intelligence (AI)
Lead, coordinate and contribute to the improvement initiatives on CEE (Customer Experience and Engagement) department processes and workflow that aligns with Business Intelligence team's expectations
Receive assignments in the form of objectives and define how to use resources to meet schedules and goals
Follow processes and operational policies in selecting methods and techniques for obtaining solutions
Act as an adviser to our leaders as well as associates to meet schedules and resolve business problems
Drive the programs or initiatives related to Business Intelligence (e.g. Customer Intelligence)
Prepare a program plan for Business Intelligence programs
Identify the resources from different teams to collaborate
Assist with forecasting, workforce, and capacity planning
Assist with regular operational reporting
Provide input to develop processes and procedures as part of the leadership team and co-ordination with other global support centres
Follow processes and operational policies in selecting methods and techniques for obtaining solutions
Collaborate with Product Engineering or Business Units, Quality Engineering, Documentation group as well as field teams like Sales function, Solution Architects or marketing teams as needed
What you will bring
Proficiency in utilizing LLMs (e.g., Google Gemini), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.
Hands-on experience in a data science or machine learning role.
Experience in a leadership or management capacity, directly managing a team of data scientists or analysts.
Demonstrated experience in successfully delivering machine learning models that solve real-world business problems and generate measurable business impact.
The following are considered a plus
Experience in working for a technical support environment, in a technology-oriented company or department
Knowledge of support systems and tools
Appreciation and passion for open source software
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