Posted almost 5 years ago

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.

The Red Hat Information Technology (IT) Global Enterprise Support team is looking for an Enterprise Support Manager of the Asia Paficit (APAC) support to join us in Singapore. In this role, you will be responsible for a multi-tiered support team. As part of a global team, you will work with your IT peers around the world to implement our strategic support improvements. In addition, you will ensure that you and your team provide a world-class IT support across Red Hat. As an Enterprise Support Manager, you’ll need to have a proven, significant IT support management and transformational experience. You should also have the ability to guide change and make a difference. This position reports to the manager of the Americas support.

• Lead and manage the Support team in providing a day-to-day enterprise IT support and provisioning to all of Red Hat’s associates and contractors
• Strive for an excellent associate support experience
• Consistently exceed all service-level agreements (SLAs) and other performance metrics
• Oversee the laptop provisioning in your region and all of the new starters onboarding experience
• Manage the live support channels to ensure a timely support experience
• Develop and engage with the key business stakeholders across the region
• Manage, bring forward, and deliver on strategic programs to improve the support delivery and user experience
• Ensure that your team is staying engaged with our end users and be involved with the support operations of the office
• Ensure that we consistently deliver a high level of customer satisfaction
• Partner with other IT leaders and their teams on specific office technology projects
• Provide direction, coaching, and mentoring to increase the capabilities and effectiveness of your team, to develop their competencies, and to ensure that they are meeting the goals and expectations of their roles
• Oversee successful planning and delivery of key events like sales kickoff meetings and technology events
• Develop an understanding of customer needs and company goals in order to organize and coach the team to effectively meet them
• Ensure that proper staffing levels are provided
• Coordinate with your peers around the world to ensure global collaboration and consistency in task achievement
• Guide collaboration efforts between various IT teams with a focus on support

• Bachelor’s degree in IT or 10+ years of relevant IT leadership experience, or a combination of both
• Experience leading IT technical support teams at an enterprise level at other companies
• Understanding of IT service management (ITSM) and metrics analysis
• Understanding of your business stakeholders and their needs
• Proven record of providing world class global IT support at an enterprise level
• Demonstrated record of improving internal or external customer experiences (CX)
• Great customer-centric focus with the ability to work as part of a team
• Excellent written and verbal communication skills and the ability to collaborate with teams from other regions of the world
• Proven reputation among IT peers and business stakeholders
• Experience with and passion for guiding change and continual improvement
• ITIL certification or the IT infrastructure library knowledge at an expert level
• Experience with ITSM service management tools like ServiceNow
• Willingness to travel up to 25%

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.