Service Operation Manager - IN ( Incident Management)

Role : Service Operation Manager ( Incident Management )Shift : Night Shift ( 9:30 pm IST to 8:30 am IST) 4 days working - Sunday to Wednesday Detailed Job Description :Service Operations Manager (SOM) Rackers will be required to deliver at least one (1) of the key IT Service Management (Incident, Problem and/or Change Management) responsibilities detailed below.INCIDENT MANAGEMENT: The Service Operations Manager (IM) 2 role would be responsible for the following:  Manages the drive to resolution of, and communications of, single customer and multi customer incidents that cause considerable impact or have the potential to impact our customers, business-critical operations, internal systems, or internal infrastructureProvides coordination for various technical teams, guiding them in their efforts during the Incident Management lifecycleDrafting Pre-RCA Customer Incident Reports for managed incidentsContributes towards the management of Incident Management ReportingPROBLEM MANAGEMENT: The Service Operations Manager (PM) 2 role would be responsible for the following:  Maintaining software systems once they are up and running and, where necessary, support the problem manager in coordinating the resolution of any problemsReview emerging and recurring problems and perform root cause analysis to minimise the adverse impact of incidents caused by errors within the IT infrastructureWork closely with major incident managersFacilitate and Scribe Root Cause Analysis reviewsCoordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information togetherDelegate subtasks to other team members as they see fitManage the lifecycle of all ProblemsMaintains information about Known Errors and Workarounds.Supports the Service Operations Manager (PM III) in maintaining information about Known Errors and Workarounds.Supports the Service Operations Manager (PM III) in managing all elements of Customer Risk Management Governance and ReportingSupports the Service Operations Manager (PM III) in managing all elements of Customer Delivery Excellence Facilitation and assign workloads to the most appropriate Rackers to drive service improvement and stabilitySupports the Service Operations Manager (PM III) in Facilitating Customer Hypercare sessions and assign workloads to the most appropriate Rackers to drive service improvement and stabilityCHANGE MANAGEMENT: The Service Operations Manager (CM) 2 role would be responsible for at least the following:  Ensuring all changes to live environments are progressed using the prescribed change process.Providing internal and customer facing updates on changes in the system.Validating initial prioritisation and categorisation of Requests for ChangeCollaborating with the initiator of a change and returning incomplete or incorrect RFCs.Managing a busy change team mailbox and ticketing queue, prioritising and actioning items as requiredEnsuring all emergency changes are justifiedProactively reviewing the forward schedule of change to avoid conflicts and therefore increased risk to the customer.Running ad hoc and scheduled reporting for the business and customersPerforming impact risk assessments of changes to ensure minimal disruptionAbout 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.