Director, DBaaS - IN (R-17830)
India - Gurgaon••December 10, 2023
Director, DBaaS - IN Provide operational leadership for Rackspace Database-as-a-Service and Database Administration services. This role manages technical support based in India, including participating in the resolution of customer concerns, and defining and developing Key Performance Metrics aligned to the end user experience. The director will analyze operational processes and escalation procedures to identify opportunities for service delivery and customer satisfaction improvements. Career Level SummaryThis role is part of the RXDBaaS leadership team and reports to the General Manager and receives little instruction on day-to-day work. This position will collaborate on strategy with the General Manager and leadership team and lead the day-to-day functions of the India RXDBaaS operations. Oversees a unit of 140 staff and directly supervises a team of DBA and Engineering Managers.Key Duties and Responsibilities· Supervise India operations for RXDBaaS including Database Administrators and Engineering staff.· Directly supervises teams; recruits, leads, mentors and evaluates personnel performance. · Collaborates with General Manager and senior staff to develop the strategic goals and objectives of the RXDBaaS business unit and operationalizes these to deliver fanatical customer experiences. · Manages customer support functional activities for all supported products and contributes to overall product and service profitability. · Facilitates collaboration between RXDBaaS and a diverse group of technical, operational, and business teams, as well as Rackspace executive leadership, to deliver exceptional products and services. · Identifies customer service trends, determines service improvements, implements change by monitoring and analyzing data. · Develops and manages service with speed and accuracy to ensure that all client/customer service delivery issues are resolved. · Liaises with account, support, and product teams to simplify and enhance the customer experience. · Aligns staffing across teams to adequately handle call/ticket volume at any point in time. Monitors productivity metrics and incoming volume metrics. · Collaborates with Product Management on new product introductions, such that teams are properly staffed and trained. · Maximizes operational performance by providing technical advice, disseminating information, detecting and diagnosing varieties of problems.· Identifies risk factors and works collaboratively with key stakeholders to diminish impact on products, services, and operations.· Ensures issues are resolved in accordance with SLAs and reduces escalated issues.· Directs audits of knowledgebase for continuous improvement of documentation. · Creates reporting on issues, resolutions, turnaround times.· Solves major customer issues and educates team on best practices. You Have· Bachelor’s degree required. Preferably in business, computer science, or another technical field. · 10+ Years of leadership and personnel management experience.· 5+ Years of demonstrated skill managing operations and services for relational and non-relational databases in a dynamic environment. · 5+ Years of providing exceptional customer support.· Knowledge of best-in-class database monitoring technologies and processes.· Expert knowledge in developing customer service department procedures and developing reporting capabilities.· Excellent time management, communications, decision-making, presentation, human relations, and organization skills. · Ability to communicate technical information and ideas to various stakeholders in a way they will understand.· Ability to make appropriate decisions considering the relative costs and benefits of potential actions. · Ability to manage large, interdisciplinary, projects to completion.· Ability to launch innovative services and products.· Ability to own execution without continuous oversight.· Ability to lead large, cross-functional, teams to achieve business goals and results. · Ability to listen to multiple points of view and synthesize against goals for recommendations. · Ability to plan, prioritize and organize effectively and independently. · Experience working with Agile engineering teams.· Demonstrated ability to work within a diverse global team.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. 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.