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Technical Integrated Support Manager

Location Bengaluru, India
Posted 01-October-2021
Job summary The Red Hat Global Partner Engagement team is looking for an experienced, enterprise-level engineer to join us as a Technical Integrated Support Manager in Bangalore, India. In this role, you will work with IBM to provide direct technical support for mutual Red Hat and IBM Cloud Pak customers on the Red Hat OpenShift Container Platform and associated offerings. At Red Hat, partner support includes far more than just break-fix solutions. You will help our partners get industry-leading resources that will enable their technical solutions and customer-facing services to run efficiently, so that they can focus on growing their businesses. As a Technical Integrated Support Manager, you will work directly with IBM and Red Hats support, using systems in both companies to troubleshoot and resolve cases. You will also forge relationships with IBM as a strategic partner, developing a deep technical understanding of their solutions, share technical best practices, and serve as a point of contact for any major incidents, managing expectations and communications through to resolution of such incidents. You will tailor support for each solution, work closely with the extended virtual account team, and advocate on their behalf. At the same time, youll work closely with our Engineering, R&D, Product Management, and Global Support teams to debug, test, and resolve issues. You should be able to work as part of a team, enjoy working hard, be professional and dedicated to meeting and exceeding expectations and building relationships, and have excellent collaboration skills and the ability to learn new technologies quickly, and use time efficiently.

Primary job responsibilities Monitor support case workflow in Red Hat and IBM case management systems to avoid breaches, coordinate Red Hat support and engineering associates, and escalate when needed
Troubleshoot technical issues and guide issue escalation with Red Hat, IBM, and customer teams
Perform technical case reviews and share knowledge to proactively identify and prevent issues
Manage partner use cases and maintain clear and concise case documentation
Participate in support case reviews with IBM as needed; contribute to monthly support reviews and business reviews
Implement partner engagement plans and keep documentation relevant to partner solutions updated
Assist with delivering brown bag training sessions to IBM Support engineers
Build a sense of trust with partners and serve as their advocate within Red Hat
Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a subject matter expert and mentor for specific technical or process areas
Collaborate with our Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues
Travel, as necessary, to visit partner and attend events within the region in line with Red Hats COVID-19 guidelines
Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
Establish and maintain parity with Red Hats cloud technologies strategy
Engage with Red Hats product engineering teams to help develop solutions patterns based on partner engagements as well as personal experience that promote platform adoption
Communicate how specific Red Hats cloud solutions and our cloud roadmap align with partner use cases

Required skills 5years of experience working in a support, development, engineering, or quality assurance (QA) organization
Experience troubleshooting Red Hat OpenShift-related customer issues
Ability to manage and grow existing enterprise partner relationships by delivering proactive, relationship-based support
Outstanding written and verbal communication skills; ability to convey complex information to partners clearly and concisely
Competent comprehension of enterprise architecture and strategic business drivers
Ability to manage multiple issues and projects with an eye for detail
Direct experience with a variety of hardware vendors
Linux or UNIX system administration experience

The following are considered a plus:

Knowledge of IBM offerings including Cloud Pak
Experience with system management and cloud or server virtualization
Bachelors degree in a technology-related discipline, preferably computer science or engineering
Red Hat Certified Engineer (RHCE) certification
Prior experience in a technical leadership or mentorship role
Experience with training and presentation delivery
Technical knowledge of the Linux kernel and file system
Expertise with enterprise cloud solutions like Platform-as-a-Service (PaaS) tools (Red Hat OpenShift), containers, Kubernetes, cloud management (Red Hat Cloud Suite), and IT automation (Red Hat Ansible Automation Platform)
Experience working in DevOps environments
Software engineering background; experience with RPM-based Linux and Java technologies
Experience deploying applications in cloud environments
Experience developing containerized applications
Good comprehension of the continuous integration (CI) and continuous delivery (CD) concepts
Familiarity with source code management tools like Git or Apache Subversion
Min 5 to 8 Years.

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