Critical Situation Manager/Incident Manager - Critical Accounts Program

About the job:

The Red Hat Critical Accounts Program  team is looking for a Critical Situation Manager for our Critical Situation team. In this role,will form part of our global Escalation Management Team and manage, as well as drive, action and accountability for complex escalations with our enterprise and critical accounts. The Critical Situation Manager acts as the primary voice of reason bringing order to chaotic situations, strengthening customer trust and confidence in Red Hat. We quickly identify roadblocks and build strong relationships with key stakeholders within the various dependent business units, articulating the business impact of critical situations, to help teams prioritise activities needed to drive successful outcomes for our customers. With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems. You will get the opportunity to be a part of several recognition programs to reward and celebrate yours and others’ success. 

What you will do?

• Lead and manage critical customer situations by providing decisive leadership, balancing ambiguity, and ensuring effective resolution with measurable success criteria.

• Act as the primary resolution owner, driving the end-to-end management of escalations and coordinating cross-functional teams, partners, and stakeholders.

• Serve as a trusted advisor and ombudsman between customers, Support Delivery, Global Customer Success, Account Teams, and Engineering to ensure balanced outcomes.

• Communicate effectively with all levels of stakeholders, including C-level executives, delivering timely, impactful updates and managing expectations throughout the escalation lifecycle.

• Leverage strong technical expertise in the Red Hat (RH) product portfolio to translate complex technical issues into clear, business-relevant insights and action plans.

• Collaborate with engineering and support teams to validate, challenge, and refine technical recommendations, always maintaining a customer-first mindset.

• Develop and maintain trusted relationships with customers and partners to foster transparency, trust, and proactive engagement.

• Drive continuous improvement by identifying root causes of escalations and implementing preventive measures across processes, people, and technology.

• Coach and mentor team members, customers, and stakeholders, promoting knowledge sharing and strengthening escalation management capability.

• Act as a regional focal point for process improvement, offering guidance, recommendations, and support to enhance operational excellence and customer experience.

What you will bring?

• Minimum of 5+ years experience managing customer incident escalation and critical situations

• A strong technical aptitude and experience working with enterprise technologies and platform solutions 

• Customer success, technical support delivery or account management experience 

• Experience with Open Source technologies is an advantage

• Experience dealing with complex implementations/environments and multidisciplinary teams

• Strong experience in communicating with diverse stakeholders with differing goals; from Support Delivery, Sales, to “C-Level” executives

• Project management experience is an added advantage

About Red Hat

Red Hat is the world’s leading provider of enterprise open source 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.

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
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