Support Operations Lead

As a Lead Technical Support Engineer at Red Hat GSS (Global Support Services) in Pune, India, you will be responsible for managing day-to-day operational requirements to ensure the support team meets the needs of customers. Your role will involve maintaining a high level of customer-focus to drive satisfaction and acting as a point of contact for customer and internal escalations. You will work closely with Red Hat enterprise customers, leadership team, and team members globally on a 24x7 basis, which may include working in different shifts periodically. Your responsibilities will also include assisting with forecasting, workforce planning, operational reporting, and developing operational initiatives to improve support delivery. Key Responsibilities: - Maintain a high level of customer-focus to drive customer satisfaction - Act as a point of contact for customer and internal escalations - Work with global team members on a 24x7 basis and in different shifts as needed - Assist with forecasting, workforce planning, and capacity planning - Assist with regular operational reporting - Develop and deploy operational initiatives to improve support delivery - Provide input to improvement programs for global support processes Qualifications Required: - Previous commercial experience in customer service or technical support within a technology-oriented company - Ability to learn and apply new skills rapidly and coach others - Team leadership experience with a focus on customer service - Strong troubleshooting skills and a passion for problem-solving - Ability to multi-task, prioritize, and work under pressure - Effective communication with customers, vendors, and team members - Knowledge of support systems and tools is a plus - Appreciation of and passion for open source software is an advantage Red Hat is the world's leading provider of enterprise open source software solutions, utilizing a community-powered approach to deliver high-performing technologies. With a presence in over 40 countries, Red Hat fosters an inclusive environment where creativity and innovation are encouraged from all associates, regardless of their role. The company's culture is built on transparency, collaboration, and inclusion, empowering individuals from diverse backgrounds to contribute ideas and drive innovation. Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you require assistance with the online job application, you can email application-assistance@redhat.com. Join Red Hat's diverse and inclusive culture to share your ideas, challenge the status quo, and make a positive impact.,