Project Manager - Technical

remote typeOnsitelocationsPuneposted onPosted Today

job requisition idR-048160

The Red Hat Global Support Services (GSS) team is seeking a Project Manager in Pune, India. In this role, you will be instrumental in managing the day-to-day operations of customer cases, ensuring strict adherence to Service Level Agreements (SLAs), and fostering effective cross-team collaboration. Your responsibilities will extend to the critical task of scheduling and rostering our team of associates to maintain continuous 24/7 coverage. Flexibility to work in various shifts based on evolving business needs is essential. Furthermore, you will play a key role in providing insightful analysis, actionable insights, and comprehensive status updates to business leaders on operational performance and coverage.

What you will do

Oversee and manage the daily operations related to customer cases, ensuring smooth workflow and timely resolution.

Actively monitor and ensure adherence to established Service Level Agreements (SLAs), proactively identifying and addressing potential risks.

Facilitate and promote effective collaboration and communication across various internal teams to achieve operational goals.

Develop and manage efficient scheduling and rostering of associates to guarantee uninterrupted 24/7 operational coverage.

Demonstrate flexibility and adaptability to work in various shifts as required by business demands.

Conduct thorough analysis of operational data to identify trends, areas for improvement, and potential challenges.

Develop and present clear, concise, and insightful reports and status updates on operational performance and coverage to business leaders.

Contribute to the development and implementation of strategies to optimize operational efficiency and effectiveness.

Proactively identify and resolve operational issues, escalating when necessary.

What you will bring

Proven experience in a project management or operations management role.

Strong understanding of Service Level Agreements (SLAs) and experience in ensuring adherence.

Excellent organizational and time-management skills with the ability to prioritize and manage multiple tasks effectively.1

Demonstrated ability to develop and manage schedules and rosters, preferably in a 24/7 operational environment.

Strong analytical and problem-solving skills with the ability to interpret data and generate actionable insights.

Excellent communication and2 interpersonal skills, with the ability to effectively collaborate with cross-functional3 teams and communicate with business leaders.

Flexibility and willingness to work in various shifts as per business requirements.

Proficiency in relevant project management tools and software.

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About Red Hat

is the worlds leading provider of enterprise 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.