About the job
The Red Hat India IT team is looking for an Associate Manager to join us in Pune, India. In this role, you will work as part of the IT Enterprise Applications tower to provide global support for Learning Management Systems (LMS) applications. You will contribute to the team’s success by demonstrating domain knowledge and problem-solving skills in ticket handling, working in collaboration with distributed teams and stakeholders. To succeed as an Associate Manager, you’ll need to have prior experience working in a management or lead role, communicating directly with end users, have people management experience, and be passionate about building and managing a global capability unit. You should have a solid understanding of the customers to address their challenges to ensure stability of financially significant applications.
What you will do
Lead and support the global LMS team
Own and support day-to-day production issues
Develop a deep understanding of business processes, systems, and vision to help guide support team comprised of functional analysts and automation engineers
Set processes to ensure smooth handling on tickets
Weekly and monthly operational reporting, reporting on enhancements, and KPI to functional managers and global stakeholders
Technical and functional guidance to the quality engineers and DevOps engineers
Publish support schedules; manage support as needed
Proactively plan and build team capacity in terms of meeting current and future support requirements
Conduct performance evaluations and annual appraisals; build team spirit
Handle vendor relationships to deliver services
What you will bring
Bachelor’s degree in computer science, information technology, management, or a related field
10+ years of progressive support experience providing services to global users
Experience in leading global support and automation teams
Experience leading teams consisting of support, quality, and DevOps engineers
Working experience with scrum, kanban, and other agile development techniques
Comfortable with continuous integration (CI) and continuous delivery (CD) processes to achieve continuous development using tools like Gitlab, Jenkins, or an equivalent
Good understanding of business processes within high-technology industry
Good understanding of Information Technology Infrastructure Library (ITIL) process; working experience in ServiceNow incident, change request, and problem management aspects
Proven problem-solving and decision-making skills
Solid consulting skills and the ability to lead through inspiration
Excellent interpersonal and communication skills and proven ability to work effectively at all organizational levels
Excellent facilitation, collaboration, negotiation, and presentation skills
The following are considered a plus:
Functional and technical experience with any LMS application
Familiarity with integration using Oracle applications
Knowledge of cloud computing
About Red Hat
Red Hat (https://www.redhat.com/) is the world’s leading provider of enterpriseopen source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
Posting Location : Location IN-Pune
Posting date 14 hours ago (10/26/2021 11:13 AM)
Job ID 82801
Workday ID R-005905
Category Information Technology
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