The Field Quality Team (FQT) acts as the strategic bridge between Red Hat's Support, Engineering, and Product Management organizations. Our mission is to transform field data into high-impact, systemic improvements.

As the Senior Field Quality Data & Business Intelligence Analyst, you are the "data backbone" of our entire "Intervention & Intelligence Hub". This is a critical and high-visibility role where you will solve our team's data gap and empower us to be truly data-driven. You will be responsible for building our analytical capabilities from the ground up: owning all our dashboards, managing the technical relationships with the CEE Business Intelligence pillar and the Closed Loop team, and providing the quantitative analysis that fuels all our strategic initiatives.

What You Will Do 

• Own the FQT Data Platform & Quality: Design and build complex data models to forecast business performance and trends. Develop comprehensive dashboards and reports that present complex data in a clear and concise manner to track all FQT and pillar-level KPIs. Ensure data integrity and quality by implementing data validation and cleansing techniques.

• Manage Strategic Data Partnerships (BI & Closed Loop): Act as the FQT's primary technical point of contact with the central Business Intelligence (BI) pillar and the Closed Loop team. You will fully leverage these partnerships to access critical support and escalation data, manage feed requirements, and ensure our team possesses the robust, clean data needed for our intelligence models.

• Drive Strategic Insights & Communication: Conduct ad-hoc analysis and provide data-driven insights to support strategic initiatives. Partner with our Program Manager and Analysts to communicate findings and recommendations to stakeholders through high-quality presentations and reports, empowering our "Improvement Opportunity" proposals to the Quality Council.

• Drive AI Innovation & Automation: Proficiently leverage AI-assisted development tools (such as Git/Github/Gitlab, Gemini, Granite, Claude, and Cursor) to optimize code quality and enhance analytical insights. Investigate and pilot emerging AI technologies, proactively identifying and integrating new AI capabilities into current workflows to augment program functionalities. Furthermore, automate routine data processes to enhance operational efficiency.

• Drive Proactive Identification: Perform the quantitative analysis on support and escalation data to proactively identify and prioritize candidate customers for our high-touch intervention program.

What You Will Bring 

• Proven experience operating at a Senior level in a Data Analyst, Business Intelligence, or Operations Analyst role, with a strong track record of building analytical capabilities from the ground up.

• Expertise in data modeling and managing complex data workflows from multiple sources; you know how to access, clean, structure, and validate data to ensure integrity.

• Advanced proficiency with reporting and visualization tools like Tableau, Salesforce (SFDC), and SQL, with the ability to design comprehensive dashboards that track key performance indicators.

• Demonstrated passion and ability to leverage AI and automation (e.g., LLMs, anomaly detection, predictive insights) to build scalable analytical systems and improve data workflows.

• Excellent communication skills with the ability to synthesize complex data into clear, compelling stories and actionable recommendations for executive audiences.

• Strong organizational and project management skills, with superior attention to detail and the ability to thrive in ambiguity.

• Familiarity with the Red Hat solutions portfolio, technical support delivery models, and open source software development processes is a plus.

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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