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Support Operations Lead

Job Code:
  • IT
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Job Details

Primary job responsibilitiesMaintain a high level of customer-focus to ensure customer satisfactionAct as a point of contact as part of the support leadership team for customer and internal escalationsFrequently interact with support associates, customers, or company leadership team members for matters that require cross-departmental collaborationFollow processes and operational policies in selecting methods and techniques for obtaining solutionsAssist with forecasting, workforce, and capacity planning; regular operational reporting; and the development, articulation, and deployment of operational initiatives to improve GSS support delivery and move to operational efficiencyProvide input to improvement programs to develop global support process and procedures as part of the support leadership team across the Asia Pacific (APAC) region and coordination with other global support centersCommunicate with sales, services, engineering, product management, and support management when necessary in order to prioritize customer requestsRequired skillsPrevious commercial experience in a customer service or technical support environment within a technology-oriented company or departmentAbility to learn and apply new skills and processes rapidly and coach, mentor, influence others around themDemonstrated team leadership experience with customer focus and service orientationSolid troubleshooting skills and a passion for problem solving and investigationAbility to multitask, prioritize, and work under pressureAbility to work in process-driven environments as well as in contexts where consultation with colleagues, taking initiative, and making judgement calls is necessaryGood communication skills for working courteously and effectively with customers, third party vendors, and Red Hat associatesKnowledge of support systems and tools considered is a plusAppreciation of and passion for open source software is an advantage
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-10


Channel Sales | Client Servicing | Technical Sales
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