• Associate Manager, Labs

    Location US-NC-Raleigh
    Posting date 2 weeks ago(10/5/2018 3:38 AM)
    Job ID
    Software Engineering
  • Company description

    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.

    Job summary

    The Red Hat DevOps Labs and Capital management team is looking for an Associate Manager to join us in Raleigh, NC. In this role, you’ll manage Raleigh and Westford based teams and daily operations. The Labs team provides Red Hat's engineering and customer engagement teams with Lab infrastructure support and services like rapid hardware deployments, lab services administration and customer bug reproducer administration. You should have customer service experience and a demonstrated track record of talent management and team success.The Labs team values transparent communication and excellent customer service above all else. Effective team management and the ability to understand and resolve customer challenges will define your success in this role. This position is ideal for you if you are interested in joining a results oriented team that sets high expectations for itself and is continuously seeking to improve.

    Primary job responsibilities

    • Enable the success of a multi-region engineering Labs team by delivering excellent customer service to stakeholders
    • Provide effective talent management, mentorship, and performance review for direct reports
    • Continuously align Raleigh and Westford Labs teams with global Labs team goals and enable team to achieve these goals
    • Build relationships with Labs team stakeholders, understand their requirements, and help implement solutions for them
    • Manage support escalations and coordinate team resources to address them
    • Manage team's ticket workflow and help optimize their ticket management practices
    • Help coordinate team resource allocation across multiple engineering labs and data centers in Raleigh and Westford
    • Manage annual budget requirements for Raleigh and Westford based sites

    Required skills

    • Experience providing excellent customer service
    • Great problem-solving skills and the ability to learn technical concepts quickly
    • Excellent communication skills; business-level verbal and written language skills in English
    • Demonstrated record of successful talent management
    • Familiar with ServiceNow ticket management system or comparable tools
    • Ability to manage remote teams and cross team working relationships
    • Familiar with a variety of hardware and software technologies
    • Experience using Google spreadsheets, documents, or comparable tools
    • Knowledge of and experience using Linux based operating systems
    • Datacenter knowledge and experience is preferred

    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.


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