BAS Project Manager managing Building Automation Systems projects at Air Systems, Inc. Leading project teams and maintaining client relationships for successful project execution.
About the role
- Critical Situation Manager at Red Hat engaging with enterprise accounts to manage escalations. Leading cross-functional resolution efforts in complex customer scenarios within open source technologies.
Responsibilities
- 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
Benefits
- Several recognition programs to reward and celebrate success
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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