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Phase-Gate Program Manager

Posted in

Red Hat

Job Type

Full Time

Description :

Job Overview

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 Customer Experience and Engagement (CEE) team is looking for a Phase-Gate Program Manager to join us in Sydney, Australia. In this role, you will be required to structure, design and manage complex customer projects that align with the various Red Hat solutions and technologies based on customer environments and requirements. You’ll need to be inquisitive and have solid problem solving skills and exceptional logical reasoning alongside a good technical aptitude and understanding of various technologies.

  • Structure, design, and manage complex customer projects that align with the various Red Hat products and technologies
  • Maintain a high level of customer-focus to promote customer satisfaction
  • Frequently interact with support associates, customers, or company leadership team members for matters that require cross-departmental collaboration
  • Follow processes and operational policies in selecting methods and techniques for obtaining solutions
  • Interface with Sales, Services, Engineering, Product Management, and Support Management teams when necessary in order to prioritize projects
  • Provide architecture reviews for customers, involving Red Hat’s solutions; partner and collaborate with support, consulting, and extended Engineering teams
  • Manage collaboration between Red Hat’s Field, Engineering, and CEE teams working on supportability reviews of customer proof of concepts, upgrades, migrations, new installations, and pilot to production environments
  • Experience with project management fundamentals like agile and waterfall; PRINCE2, Information Technology Infrastructure Library (ITIL), Project Management Institute (PMI), or agile project methodology certifications area a plus
  • Previous commercial experience working in a customer service or technical support environment within a technology-oriented company or department
  • Proven ability to learn and apply new skills and processes rapidly
  • Solid troubleshooting skills and a passion for problem solving and investigation
  • Ability to multitask, prioritize, and work under pressure
  • Ability to work in process-driven environments and in contexts where consultation with colleagues, taking initiative, and making judgement calls is necessary
  • Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat’s associates
  • Escalation management experience
  • Knowledge of support systems and tools is a plus

How to apply

TO APPLY CLICK HERE

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