Critical Situation Manager – Critical Accounts Program

Role Overview

• 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

Requirements

• 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

Tech Stack

• Open Source

Benefits

• Several recognition programs to reward and celebrate success