Red hat Senior Escalation Manager 

New Zealand, Auckland, Auckland 

773279872

What you will do

• Use a strong repertoire of soft skills to facilitate technical and management escalations in our installed base by working with CEE teams, Engineering Business Units, and third party partner companies

• Perform technical project/problem escalation management using a holistic approach, typically from initiation through resolution delivery, while ensuring appropriate resources are engaged when needed

• Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner

• Use strong verbal and written communication skills to keep all relevant parties informed

• Perform regular updates to Escalations List and Watch List entries for the assigned situations in a manner that is consistent for the intended audience - Support Delivery, Sales, C-level execs.

• Perform collaborating, mentoring, and coaching that allows Support Engineers, Business Contacts and Account Managers to continue to manage the escalation situation, while enhancing their soft skill set

• Be the local focal point to receive and address process improvement recommendations

• Be the local focal point for questions on processes and procedures

• Assure that the quality of case contents and case management meet internal standards

• Monitor call handling / hand off to ensure escalated cases are being handled promptly and by priority

• Document case quality analysis on escalated cases

• Provide feedback to managers on case and process performance at an individual level

• Training associates on new or revised processes

What you will bring

• Minimum of 3 years industry experience managing customer escalations

• Experience with identifying and implementing process improvements

• Technical support experience, including Open Source technologies an advantage

• Experience dealing with complex implementations and multidisciplinary teams

• Strong experience in planning and communicating with diverse stakeholders with differing goals; from engineers, to support, to Sales, to “C-Level” executives.

• Experienced professional with a full understanding of industry practices and company policies and procedures

• Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions

• Ability to communicate effectively with senior internal and external personnel

• Proven record of successful cross-functional (and cross-company) team management

• Other Language skills a plus (Mandarin, Japanese, Cantonese, Korean)