Manager, Cloud Operations

Job Summary: Provides leadership and direction for the cloud operations team support to clients and customers. Exceptional management and soft skills, the ability to engage and motivate staff. Manages personnel activities of staff (e.g., hires, mentors, trains, appraises, rewards, motivates, disciplines, as required. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization. Reviews SLA adherence and compliance. Develops and manages service response times with efficiency and accuracy and ensures all client/customer operational issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed. Work Location: Remote

Key Responsibilities:

• Manages team members in the delivery of technical activities that supports customers in a 24/7 support structure.
• Accountable for the performance and results of a team within a specialty area.
• Adapts functional area plans and priorities to address resource and operational challenges across varied work types.
• Provides technical guidance to employees, colleagues and/or customers regarding systems monitoring, operations and company systems malfunctions.
• Accountable for meeting response requirements related to service level agreements.
• Collaborates across teams to ensure speed, expertise and consistency of customer outcomes through collaborative coverage, work handoff and creative allocation of resources to solve complex customer issues or deliver on projects.
• Collaborates across teams and departments to develop and execute customer service strategies that are tied to the achievement of company objectives.
• Drive the development and engagement of employees through professional development programs, tasks of increasing complexity, projects, and engagements.
• Provides expertise and representation of the product/platforms in higher level meetings, as well as with customers.
• Leads crisis responses; executes an operational remediation plan for a team, shift or across shifts.
• Ensures design support scalability, quality, performance, security, maintainability, and architectural integrity, and ensures solutions are delivered in alignment with the defined product strategies and goals.
• Focuses on continuous improvement to the operation, technical standards, process and the customer experience.
• Participate in transformative projects at the functional level.
• Identifies and requests changes that impact the enterprise; understands the change management process, risk assessments, and risk mitigation for each change; plans, briefs and implements the change.
• Serves as champion, scribe, or facilitator in Root Cause Analysis (RCA) where systems, tools, process or people did not achieve desired outcomes.
• Other Incidental tasks related to the job, as necessary.

Qualifications:

• Minimum of 7 years professional work experience involving customer service within the information technology industry.  With at least 2 years of management experience.
• Bachelor's Degree in business or technology related field. At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.
• Cloud certification(s) such in AWS, AZURE, GCP, or OCI. Preferred.
• ITIL certification. Preferred.
• Expert knowledge in the methods and principles of finding resolution to customer concerns and developing a customer retention strategy.
• Expert knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements. Expert knowledge in developing customer service department procedures.
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Background Investigation

• This role will be supporting Government Customers and new hires will undergo an FBI Background investigation- Criminal Justice Information Services (CJIS).
• Must be legally authorized to work in the US and reside in the lower 48 states.

For applicants working in California, Colorado, Washington, or New York City, we are excited to share the base salary ranges for this position exclusive of fringe benefits or potential bonus.  The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. ·       The anticipated starting pay range of California, Washington state and New York City applicants for this role is between $122,500 and $179,630·       The anticipated starting pay range of Colorado applicants for this role is between $105,100 and $154,110 Unless already included in the posted pay range and based on eligibility, the role may include variable compensation in the form of bonus commissions, or other discretionary payments.  The discretionary payments are based on company and/or individual performance and may change at any time.  Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location.#LI-MF1 #LI-RemoteAbout 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.