• Manage day-to-day operations of the entire service desk team. • Provide high-level technical guidance to the team. • Ensure service and support exceed customers’ expectations. • Coordinate after-hours accountability for proper leadership and engineer coverage. • Conduct baseline KPI reviews and ensure team members adhere to established practices. • Provide exceptional frontline service via both email and phone support. • Maintain visibility into service desk performance and workload trends. • Own customer escalations and support, acting as an escalated resource for engineers. • Identify areas of improvement and make suggestions for change. • Mentor and coach team members for professional development.

• Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities. • Perform technical reviews and share knowledge to proactively identify and prevent issues. • Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies. • Provide advice and guidance to customers about their current and future Red Hat products; Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams. • Complete analysis and present periodic reviews of operational performance to customer leadership. • Manage customer use cases and maintain clear and concise case documentation. • Create customer engagement plans and keep the documentation on the customer's environment updated. • Manage and grow customer relationships by delivering attentive, relationship-based support. • Build a sense of trust with customers and serve as their advocate within Red Hat. • Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject Matter Expert (SME) and mentor for specific technical or process areas. • Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues. • Travel, as necessary, to visit customers and attend events within the region. • Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms. • Establish and maintain parity with Red Hat cloud technologies strategy. • Engage with Red Hat’s product engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that drive platform adoption. • Engage with Red Hat’s field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success. • Communicate how specific Red Hat cloud solutions and our cloud roadmap align to customer use cases.

• Serve as the leader and customer-facing liaison for successful implementation of Omnissa’s Product Solutions • Provide project leadership for the customer’s major Omnissa initiatives • Manage cross-functional Omnissa project teams • Design and develop innovative solutions to customer requirements • Maintain current functional and technical knowledge of the Omnissa suite of products • Advocate on customer’s behalf to help drive ROI • Provide clear and constructive product feedback

Your role at DynatraceDynatrace provides software intelligence to simplify cloud complexity and accelerate digital transformation. With automatic and intelligent observability at scale, our all-in-one platform delivers precise answers about the performance and security of applications, the underlying infrastructure, and the experience of all users to enable organizations to innovate faster, collaborate more efficiently, and deliver more value with dramatically less effort. That’s why many of the world’s largest organizations trust Dynatrace to modernize and automate cloud operations, release better software faster, and deliver unrivalled digital experiences. Dynatrace makes it easy and simple to monitor and run the most complex, hyper-scale multicloud systems. Dynatrace is a full stack and completely automated monitoring solution that can track every user, every transaction, across every application. - Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values. - Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations. - Strategize on the overall technical objectives and long-term goals of the team. - Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer’s footprint. - Be the customer’s advocate by knowing their goals and use cases, then suggesting process improvements, product adoption, configuration, and additional features to meet their requirements. - Provide web-based training to user groups to support organizational adoption. - Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes. - Providing coaching to TAMs to help them grow in their technical knowledge and personally. - Function as a frontline technical resource for “best practice” and informal customer questions. - Engage with customer support as a customer advocate to ensure speedy resolution of customer issues - Engage with Product management as the customer advocate on product roadmap discussions. - Participate and prepare for Monthly and Quarterly Business Reviews with customers. - Maintain current functional and technical knowledge of Dynatrace products and services. - Help to document best practices in developing and using Dynatrace Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution. - Help communicate, escalate and advocate on behalf of the customer. - Provide insights, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds. - Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc. - Have deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution. What will help you succeedEducation: - Bachelor's degree in Computer Science, Information Technology, or equivalent work experience - Bilingual (English/French) required, with native-level proficiency in both languages - Work experience 4+ years of experience - Experience working with large enterprise customers, including executive leadership - Demonstrated ability in leadership, mentorship, and organizational behavior - A track record of going above and beyond for your team and customers - Ability to manage executive relationships and discussions (VP/CxO) - Must have exceptional English written and verbal communications skills, as well as organizational and teamwork skills, and the ability to act fast and responsibly Impeccable time management skills and an ability to self-direct - Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace - Willingness to learn new technologies and resolve complex technical issues - Professional Level Dynatrace certification (or get certification within six months) - Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …) - Strong technical understanding and experience in SaaS industry - Knowledge and experience with one or more of the following technologies related to Dynatrace: Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc. - Web and application server technologies such as Apache, IIS, WebSphere, WebLogic, and JBoss Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax - Mobile application technologies such as iOS and Android Webkit DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc. - CMDB/ITSM Technologies/platforms such as ServiceNow and BMC - Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative - Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment Why you will love being a Dynatracer - Dynatrace is a leader in unified observability and security. - We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance. - Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances. - The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences. - Over 50% of the Fortune 100 companies are current customers of Dynatrace.