Change Manager

Manages the planning, and coordination, communications about, IT Changes of business or internal systems, or infrastructure. Provides leadership to various technical teams, guiding them in their efforts during the Change Management phases of the Service Management Lifecycle.

Key Responsibilities:

• Analyzes information, asks questions and checks for understanding using standard procedures within the job family.
• Applies acquired skills and experience to complete moderately complex, but routine tasks.
• Impacts own team and other teams whose work activities are closely related.
• May suggest improvements to existing processes and solutions to improve the efficiency of the team.
• Exercises judgment within defined procedures and practices to determine appropriate actions or to recommend alternative resolutions.
• Owns Changes and the Change management process. Manages and coordinates the planning and implementation of Changes across an organization and entire company.
• Works with business stakeholders to prioritize Requested Changes, ensuring the most critical Changes are addressed according to the SLA.
• Effectively communicates issues to engineers & leadership within support teams, updating customers regarding statuses as appropriate. Engages change approvers for changes, to ensure protection of, and stability to, the production environment.
• Develops new procedures and knowledgebase articles to improve processes and ensure consistency of delivery.
• Responsible for setting up and analyzing regular reports to be sent to senior Managers.
• Regular meetings with global counterparts for updates on any process changes or improvements required.
• Manage the ticket queue and co-ordinate all tickets to ensure that KPI’s are met.
• Identify areas for possible ITIL best practice implementation
• Responsible for adhering to company security policies and procedure as directed
• Working cross-functionally to solve problems and implement changes; Negotiating, planning and managing all project activities; Creating a shared focus within the team on the importance of achieving results.
• Leading and co-ordinating the Go-Live activities including the execution of the deployment Plans and checklists.

Required Experience:

• Requires at least 3 years of relevant experience in Technology, IT/IS, Change Management, including: experience in customer support for enterprise-scale technology solutions; experience in leading triage & integration functions on enterprise-scale solutions; experience in delivering results in a multisourced environment; experience participating in post mortem sessions and/or root case analysis investigations
• Advanced understanding of information and communication technologies; Understanding of IT missions and operations in other areas.
• Knowledge of ITIL process model.
• Populated from from CCA Framework based on career band and level, and added to by the business based on job evaluation form.  Separate required and preferred.
• Preferred
• Populated from from CCA Framework based on career band and level, and added to by the business based on job evaluation form.  Separate required and preferred.

About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.