The Business Intelligent division of GSS (Global Support Services) team is seeking a Program Manager - Technical 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 GSS business lines, 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 initiatives and lead the apprenticeship program.
What you will do
Lead the apprenticeship program
Prepare a schedule of training for apprentices
Arrange the Technical Session required for Data Scientists
Conduct regular 1x1s with apprentices
Assist in managing apprentices and the program
Prepare timely progress report of apprentices
Arrange for culture, company related sessions
Actively participate in driving engagement activities
Provide regular updates to the leadership about the status of the program
Ensure apprentice team’s regular availability and participation into the sessions and activities
Assist in preparing evaluation criteria
Get the evaluation conducted for apprentices in a timely fashion
Act as a point of contact for apprentices as well as leadership
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
Interface with sales, services, engineering, product management, and support management when necessary in order to identify business intelligence opportunities
What you will bring
Ability to create program plans
Ability to prepare resource planning
Ability to lead a group of associates
Ability to drive programs and initiatives
Proven ability to learn and apply new skills and processes rapidly and coach, mentor, influence others around them
Cross-functional collaboration experience
3-5 years of experience of working in a technology-oriented company
Demonstrated team leadership experience with customer focus and service orientation
Ability to multi-task, prioritize, and work under pressure
Ability to work in process-driven environments as well as in contexts where consultation with colleagues, taking initiative, and making judgement calls is necessary
Ability to communicate courteously and effectively with multiple stakeholders
Knowledge of support systems and tools considered is a plus
An appreciation of and passion for open source software would be an advantage
Project Management Certificates will be a plus
#LI-SH4
About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
Equal Opportunity Policy (EEO)
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.