Senior Data Scientist

The Business Intelligent division of GSS (Global Support Services) team is seeking a Senior Data Scientist to join us in Pune, India. The GSS team is Red Hat's customer-facing support organization. The GSS team provides high quality technical support to Red Hat customers across the globe on all Red Hat products. In order to identify improvement opportunities across the CEE (Customer Experience & Engagement) business lines that includes GSS, the Business Intelligence team of Data Scientists analyse the customer and associate data. As part of the Business Intelligence group we are required to drive initiatives and programs, as well as lead the data science apprenticeship program. In this role, you are required to design, develop and maintain the Business Intelligence related projects.

The Senior Data Scientist exercises good judgment, working with minimal instruction to serve as a technical leader who drives data-driven decision making and shapes analytical approaches across projects. This role is responsible for resolving moderately complex data issues and managing data science and Machine Learning (ML) models that impact the organizations operational goals.

Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.

What you will do- Apply statistical and machine learning techniques to develop innovative solutions to moderately complex problems.
- Lead cross-functional collaborations with engineers and data stakeholders to define measurement strategies and improve systems and processes.
- Conduct advanced data analysis and present insights to influence decision-making.
- Automate routine data processes to improve workflow efficiency.
- Mentor team members and apprentices
- Collaborate with leadership on strategy
- Identify new opportunities that generates a Business Value
- Follow processes and operational policies in selecting methods and techniques for obtaining solutions
- Interface with sales, services, engineering, product management, and support management when necessary in order to identify business intelligence opportunities
- Proactively utilize AI-assisted development tools (e.g., GitHub Copilot, Cursor, Claude Code) for code generation, auto-completion, and intelligent suggestions to accelerate development cycles and enhance code quality.
- Explore and experiment with emerging AI technologies relevant to software development, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.

What you will bring- Data PipelinesCreation and management of processes for transferring, transforming, and storing data.
- Statistical AnalysisExpert-level analysis using statistical methods.
- Advanced proficiency in Python, machine learning, and deep learning frameworks (e.g., TensorFlow, PyTorch)
- Machine LearningExpertise in designing and implementing sophisticated machine learning algorithms.
- AutomationStreamlining data-related tasks through automation tools.
- Technical LeadershipProviding guidance on complex projects.
- Causal inference methods
- Experimental design expertise
- Works cross-functionally with business and engineering teams to deliver solutions that generate Business Value.
- Strong communication skills to explain complex technical topics to non-technical stakeholders.
- Degree or education in AI, machine learning, or a related field.
- Previous experience in customer support or chatbot development.
- Certifications in AI technologies and familiarity with Red Hat technologies like Red Hat Enterprise Linux, OpenShift, etc will be a plus.