Rackspace

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.We are looking for a motivated Business Compliance Specialist to join our team in Hungary. This person will maintain a compliance framework with established standards, guidelines, and audits. You will also ensure compliance with local, federal, and state regulations as well as internal, professional, and external business compliance standards.Please note this is a fixed term contract for maternity cover and will complete at the end of February 2026. Successful candidate must be based in Hungary<h3>Key Responsibilities</h3><ul><ul><li><b>Compliance:</b></li><li>Handling of contract e-mail inbox: managing request from internal Sales teams in relation to customer contracts.</li><li>Investigating and follow up on customer contracts in our internal customer contract software</li><li>Preparing customer contracts for internal signature process </li><li>Scanning, re-uploading and filling contracts into internal contracting software system.</li><li>Main point of contact for customer contract validation team and working closely with the team based in India and USA</li><li>Maintaining and investigating differences on monthly reporting</li><li>Organizing signature/countersignature for NDA and other compliance documents following our standard processes</li><li><b>Governance:</b></li><li>File/archive hard copy of documents per entity for all International (INTL) entities.</li><li>Upload documents in CSC (internal software system) for INTL entities.</li><li>Distribute and coordinate post for INTL entities received by email.</li><li>Support Compliance Manager who is based in Zurich on adhoc requests .</li></ul></ul><h3>Career Level Summary</h3><ul><ul><li>3+yrs of relevant experience in a similar role</li><li>Requires conceptual knowledge of theories, practices, and procedures within a job discipline</li><li>Performs routine assignments using existing procedures</li><li>Receives instruction, guidance and direction from more senior level roles</li></ul></ul><h3>Person Specification </h3><ul><ul><li>Flexible, customer service oriented, able to work in a diverse, fast-paced, multi-national environment.</li><li>Organized, ability to multi-task, works well under pressure without constant supervision.</li><li>Someone able to work on their own in the office and organize their workday. </li><li>Excellent English (both written and spoken) and German language is as a plus. </li><li>Proficiency in Microsoft Office and Microsoft Excel is a must.</li></ul></ul>#LI-JB2#LI-Remote<b>About Rackspace Technology</b>We 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.  <b>More on Rackspace Technology</b>Though 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.

Business Compliance Specialist I

<b>PRIMARY RESPONSIBILITY</b><b>:  </b> A Block Storage Administrator is a key element within the support infrastructure and is expected to provide a high level of technical support to Rackspace-customers. As a Block Storage Administrator, you will be the owner and or subject matter expert responsible for complex customer issues until resolution. The Block Storage Administrator applies best practices and problem-solving techniques to identify the source of problems, while simultaneously keeping the customer informed. A Block Storage Administrator maintains, diagnoses, and administers a customer’s environment on various platforms. A Block Storage Administrator is expected to use initiative and advise the customer on potential issues they may experience, to better serve the stability and security of the customer’s environment.  A Block Storage Administrator creates and maintains customer loyalty by serving customers above and beyond their expectations and will exercise ethical judgment in decision making to routinely deliver FANATICAL customer support.  <b>KNOWLEDGE/SKILLS/ABILITY</b><b>: </b>o  Able to communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally on phone with internal and external customers.  o  Must have experience working in enforced change and risk control environments.o  Strong attention to detail, interpersonal and time-management skills. o  Self-motivated; ability to maintain excellence in service with moderate supervision. Strong analytical and problem-solving skills. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support. o  Strong knowledge in technology troubleshooting methodologies, design, and implementation. o  Able to resolve problems in an efficient and timely manner. Able to handle multiple tasks simultaneously without dropping attention to detail or risk eversion. o  Basic knowledge and understanding of troubleshooting, testing, and performance tuning in Storage platforms. Basic knowledge of storage best practices for current VMware, Windows and Linux operation systems, File systems, SQL, MySQL, Oracle, and Exchange.o  Strong working knowledge of Networking, Fiber Channel concepts, and technologies.o  Hands on experience of a combination within EMC VMAX, VNX1, VNX2, Unity, Isilon, and NetApp FAS arrays; Cluster mode and 7-mode, FlexClone, Snap Drive, and Brocade Fiber Channel Switches required.  Ability to provide FANATICAL support.o  Basic knowledge of Storage methodologies.  o  Excellent time management and organizational skills. o  Able to work well under pressure and under stressful situations while supporting customers.  <b>JOB COMPLEXITY:  </b>o  Accountable in overseeing team achieve/maintain team level KPIs and Queue health.o  Work on technical tickets, follows pre-defined processes to plan and execute technical change as requested by customers. Responds to queries from customers regarding performance, process and recommendations based on Rackspace best practices.o  Coach team members on developing necessary technical skills that get results.o  Builds new storage configurations via software installation, LUN/Volume provisioning for new requests or expansion requests, host zoning and registration, quality control, and ticket consolidation. Decommission storage devices. Performs host un-zoning and de-registration, and server clean up.o  Performs troubleshooting for host end-to-end connectivity, host-side storage software, and storage component failures.o  Escalates critical component failures to engineers. Answers general configuration questions, audits environments, and performs quality control as part of storage fleet management.  Provides performance statistics reporting, software reporting, and storage reporting to meet requests by customers and Rackspace leaders. o  Work with Customers/Account Teams, Vendors to schedule maintenance activities.o  Audits Array and CORE logs, performance, utilization, and validates data accuracy in Rackspace records. Also audits reference tools such as, Wiki, SharePoint, RSS feed, etc.o  Assists with scheduling and working host-side maintenances including, quality control, HBAs, Re-kicks, LUN expansions and migrations, Cab migrations, and migration cutovers.  Upgrades software, firmware, and drivers, and performs regular system health checks.o  Makes recommendations for process and procedure improvements. o  Consistent regular interaction with both internal and external customers as well as account managers and management. o  Resolve escalated customer issues and manage escalations further to internal support.  <b>Key Accountabilities</b>o  To provide the highest level of Storage Technical supporto  Create and maintain customer loyalty by serving customers above and beyond their expectations.o  Take ownership of issues until resolution.o  Responsible for solving customer's technical issues.o  Support customers primarily via phone and tickets<b>SUPERVISION: </b>o  Operates under minimal supervision.o  Expected to reach out to wider team for assistance to perform more complex duties and on any requests not 100% clear on. <b>EXPERIENCE/EDUCATION:  </b>o  Minimum 4 years Storage and Fiber Channel switch experience gained in role with EMC, NetApp, or Brocade experience preferred. Must have at least 5 years’ experience in a customer service-oriented position.  o  BE/B Tech o  Must have Storage (EMC/Netapp) related valid certifications.o  At the hiring manager’s discretion, additional relevant experience may substitute for the degree requirements. <b>PHYSICAL DEMANDS: </b>o  General office environment. Moderate levels of stress may occur when solving root causes to proactively prevent recurrence.   May require long periods sitting and viewing a computer monitor.  No special physical demands required.o  This role will be 24X7 support and shift will vary depending on operational need.

India

Gurugram

Storage Admin II - Gurugram

Customer Success Managers are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and Rackspace.  They are expected to maximize the strength of the customer relationship by building a solid rapport with the customer – identifying and owning revenue retention activities, customer satisfaction, managing demanding situations and working cross functionally to ensure a Fanatical Customer Experience is achieved.  Customer Success Managers support the business by developing and maintaining positive customer relations with clients, which can affect service and/or product revenue. They are expected to use a consultive approach to guide customers through their lifecycle. They respond to customer inquiries; assist in the resolution of service impacting incidents; invoicing problems; help maintain revenue drivers; recognize and position add-on business opportunities. They are responsible for adhering to company security policies and procedures and any other relevant policies and standards.  A UK Sovereign Customer Success Manager must be a UK resident, work from a UK location and engage closely with Rackspace UK-based IT teams to support customers that procure Rackspace UK Sovereign Products and Services. <h3>Critical Competencies  </h3><ul><ul><li><b>Focusing on Customers</b> – understands and anticipates customer needs and provides high quality products and services to exceed expectations.  </li><li><b>Processing Details</b> – ensures projects are completed on time by keeping work on schedule; works on tasks thoroughly and produces high quality work; follows rules and established processes, minimizing risk.  </li><li><b>Adjusting to change</b> – takes positive approach to tackling work and embraces change; invites feedback relating to performance and deals constructively with criticism.  </li></ul></ul><h3>Key Responsibilities  </h3><ul><ul><li>Building rapport with all customer contacts to include decision maker.  </li><li>Use good judgment in selecting methods and techniques for obtaining solutions.  </li><li>Works on assignments and problems of moderate scope using standard practices and procedures.  </li><li>Completes highly transactional work where learning is applied to new situations.  </li><li>Analyses information, asks questions and checks for understanding using standard procedures and processes. </li><li>Applies acquired skills and experience to complete basic and routine tasks. </li><li>Continues to develop skills and expertise in functional areas. </li><li>Uses professional concepts; applies company policies and procedures to resolve a variety of issues. </li><li>Maintains and renews customer relationships with Rackspace. </li><li>Manage support requests and coordinate internal and external teams to deliver within agreed timescales. </li><li>Schedule customer maintenances and ensure appropriate quality checks have been completed. </li><li>Manage small scale customer projects and oversee maintenance schedules for on time delivery.</li><li>Assist coordinating and processing component/server upgrades. </li><li>Coordinate technical resources to solve customer problems. </li><li>Review service failures and produce incident reports when required. </li><li>Validate, negotiate, and process service credits. </li><li>Build stable internal working relationships . </li><li>Produce and maintain Service Improvement Plans (SIP.) </li><li>Manage contract renewal negotiations; identify opportunities for revenue growth with ability to close smaller deals. </li><li>Ensure appropriate documentation is in place for specific support requirements i.e., Device/Account level instructions. </li><li>Deliver Monthly Service Review reports to customers. </li><li>Owns and drives the management of escalations to ensure good customer outcomes. </li><li>Serves as interlock between internal teams and the customer. </li><li>Identifies value add opportunities. </li><li>Work towards agreed Key Performance Indicators (KPI) as set forth by the business unit. </li></ul></ul><h3>Knowledge</h3><ul><ul><li>Satisfactory level understanding of ITIL and Project Management  </li><li>Satisfactory understanding of relevant technology and managed services  </li><li>Satisfactory understanding of financial terminology and business acumen  </li><li>Satisfactory knowledge of industry best practices  </li><li>Working knowledge of Microsoft Office  </li><li>Understanding of Rackspace products and differentiator in the marketplace  </li><li>Understands key business drivers; uses this understanding to accomplish own work  </li></ul></ul><h3>Skills</h3><ul><ul><li>Proven ability to solve problems and own issues until full resolution  </li><li>Excellent communication skills, both written and verbal with great attention to detail  </li><li>Strong rapport and relationship building skills with both internal departments and external customers  </li><li>Negotiation skills  </li><li>Ability to create delighter moments with customers  </li><li>Strong organizational, time management and prioritization skills  </li><li>Able to take a creative approach to situations and problem solving  </li><li>Ability to express technical concepts to a non-technical audience  </li><li>Ability to thrive in a rapidly changing environment  </li><li>Ability to prioritize various work levels against required deadlines  </li></ul></ul>#LI-LP2

Customer Success Manager II

Overview We are seeking an experienced Program Manager with extensive expertise in managing large-scale data platform migration programs. This senior role requires a proven track record of successfully leading Lakehouse/Data warehouse migration initiatives from on-premises to cloud environments, with specific focus on Databricks implementations in the healthcare industry.  About the Role As a Program Manager, you will be responsible for overseeing complex, enterprise-wide data platform transformation programs. You will lead cross-functional teams to deliver successful migrations from legacy systems to modern Databricks-based data platforms, ensuring alignment with business objectives, regulatory compliance, and technical excellence.  Key Responsibilities Lead large-scale Data Warehouse or Lakehouse implementation programs, managing the full lifecycle from initiation through planning, execution, and closure Develop comprehensive program plans, including resource allocation, budget management, risk mitigation, and dependency tracking Coordinate multiple project workstreams, ensuring seamless integration and alignment across teams Establish and maintain program governance frameworks, including reporting structures, change management processes, and quality assurance protocols Collaborate with executive stakeholders to define program vision, objectives, and success criteria Manage relationships with key stakeholders, including business leaders, IT teams, vendors, and regulatory bodies Identify and mitigate program risks, issues, and dependencies, implementing effective resolution strategies Lead the transition from legacy data warehouse systems to modern Databricks Lakehouse architecture Ensure compliance with healthcare industry regulations and data governance requirements Facilitate knowledge transfer and capability building within the organization Drive continuous improvement initiatives throughout the program lifecycle <h3>Qualifications </h3><ul><ul><li>15+ years of experience in project and program management, with a focus on data and analytics initiatives </li><li>Proven track record of successfully managing large-scale data platform migration programs from on-premises to cloud environments </li><li>Extensive experience with Databricks implementation and Lakehouse architecture </li><li>Deep understanding of healthcare industry data requirements, regulations, and compliance standards </li><li>Strong knowledge of data warehouse concepts, ETL processes, and modern data engineering practices </li><li>Experience with cloud platforms (AWS, Azure, GCP) and their data services </li><li>Familiarity with Agile, Waterfall, and hybrid project management methodologies </li><li>Excellent stakeholder management and communication skills at all organizational levels </li><li>Strong leadership abilities with experience managing diverse, cross-functional teams </li><li>Ability to translate complex technical concepts into business-friendly language </li><li>Experience managing program budgets exceeding $1M </li><li>Bachelor's degree in Computer Science, Information Technology, or related field; advanced degree preferred </li><li>Professional certifications such as PMP, PgMP, or equivalent </li></ul></ul><h3>Technical Knowledge </h3><ul><ul><li>Optional Healthcare Industry Knowledge </li><li>Healthcare data regulations (HIPAA, HITECH, etc.) </li><li>Healthcare data standards (HL7, FHIR, etc.) </li><li>Clinical and operational data workflows </li><li>Healthcare analytics use cases and requirements </li><li>Population health management data needs </li><li>Value-based care data requirements </li><li>Healthcare interoperability standards </li>What We Offer <li>Opportunity to lead transformative data initiatives in the healthcare industry </li><li>Collaborative and innovative work environment </li><li>Competitive compensation package </li><li>Professional development opportunities </li><li>Work with cutting-edge data technologies and methodologies </li></ul></ul>

Program Manager - Modern Data Platform Implementation

ARSIEM

<b>About ARSIEM Corporation</b>At ARSIEM Corporation we are committed to fostering a proven and trusted partnership with our government clients.  We provide support to multiple agencies across the United States Government.  ARSIEM has an experienced workforce of qualified professionals committed to providing the best possible support.As demand increases, ARSIEM continues to provide reliable and cutting-edge technical solutions at the best value to our clients.  That means a career packed with opportunities to grow and the ability to have an impact on every client you work with. ARSIEM is looking for a part-time <b>Information Systems Security Engineer</b>, 20 hours per week. This position will support one of our government clients in Ft. Meade, MD. <h3>Responsibilities</h3><ul><ul><li>Collaborate closely with internal and external customers to complete required government paperwork and processes related to information system security.  </li><li>Assist the government customer with answering information system security-related questions and perform regular audits of information systems.</li><li>Understand STE/STN requirements and have experience applying the principles of the NIST 800-53 to include the procedures in the Risk Management Framework (RMF).  </li></ul></ul><h3>Minimum Qualifications</h3><ul><ul><li>Must have experience with Defense-In-Depth principles, networks and enterprise security architecture.</li><li>Bachelor's degree plus 8-years of relevant experience or equivalent. </li><li>Information Assurance Manager (IAM) Tier 1 certification.</li></ul></ul><h3>Preferred Qualifications</h3><ul><ul><li>Knowledge of customer corporate tools and data repositories.  </li><li>Experience with general Windows office software (e.g. Word, Outlook, Excel).</li></ul></ul>$81,000 - $91,000 a yearThe ARSIEM pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other laws.Benefits:For an overview of our benefits, please visit our benefits tab.<a href="https://www.arsiem.com/careers/" rel="noopener noreferrer nofollow ugc" target="_blank">https://www.arsiem.com/careers/</a>Original Posting Date:2025-04-01Clearance Requirement: This position requires an active TS/SCI with a polygraph. You must be a US Citizen for consideration. Candidate Referral: Do you know someone who would be GREAT at this role? If you do, ARSIEM has a way for you to earn a bonus through our referral program for persons presenting NEW (not in our resume database) candidates who are successfully placed on one of our projects. The bonus for this position is $10,000, and the referrer is eligible to receive the sum for any applicant we can place within 12 months of referral. The bonus is paid after the referred employee reaches six months of employment.ARSIEM is proud to be an Equal Opportunity and Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class.

Fort Meade

282 - Information Systems Security Engineer

<b>JOB REQUIREMENTS:</b><b>Knowledge/Skills/Abilities:</b>•Work on appropriate level infrastructure tasks and tickets in the queue to plan, implement, and support virtual infrastructures.•Stays current with emerging technologies related to respective technology domain.•Exercise good judgment in decision making during Sales to Support transition to deliver FANATICAL results.•Create great first impression Fanatical Support experience by serving customers and setting the correct expectation.•Ability to lead the VMware team in the absence of an immediate frontline manager.•Excellent ability to handle multiple tasks and prioritize work to maintain required productivity levels.•Excellent problem-solving abilities, coupled with a desire to take on responsibility.•Possesses advanced written and verbal communication.•Strong Knowledge of ESXi, VCenter, Zerto, SRM.•Intermediate Knowledge in vSAN, NSX, Windows and Linux.•Develops internal wikis and procedures for relevant technology domain.•Provides primary interface between the client and project manager for basic to intermediate projects.•Gathers data for reporting and analysis and works appropriate tickets in queue.•Acts as the primary interface for the client or project manager for basic to intermediate projects. •Understanding of storage best practices for SAN and NAS, Windows and Linux operation systems, File systems, SQL, MySQL, Oracle, and Exchange.•Implement large, complex enterprise-class solutions using Citrix, Microsoft, and VMware technologies. •Ensure the control, integrity, and accessibility of the VMware environment for the enterprise. •Perform regular checks of system components for errors and application of necessary corrective action.•Basic knowledge of Microsoft platforms and technologies including IIS and SQL Server.•Basic operating systems knowledge (Windows and Linux)•Basic network administration skills. Basic working knowledge of fiber channel SANS. •Basic working knowledge of NFS <b>Education:</b>•Bachelor’s degree in computer science, Management Information Systems, or a related field•5+ years of additional related experience may substitute for the degree requirement.  <b>Experience Required:</b>•4 - 5+ years of technical engineering and administration experience•Technical customer support experience in a cloud hosting/technology environment Physical Demands•May require long periods sitting and viewing a computer monitor.•May require work on non-traditional shifts.•Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.

Cloud Engineer III (VMware) - IN (Night Shift - IND)

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.  We are seeking a <b>Professional Services (Senior) Project Manager</b> to lead, coordinate and monitor projects from initiation through delivery for complex client engagements. The Project Manager builds relationships with the customer to identify new opportunities to help them with their business problems.  You will also serve as a trusted liaison between internal and external (technical and non-technical) departments in order to ensure that all targets and requirements are met. It is crucial that we deliver results by ensuring technical projects are completed on schedule and within budget.*please note you must be based in DACH region &amp; be fluent in German &amp; English<h3>Key Accountabilities</h3><ul><ul><li>Work with Rackspace and client stakeholders in gathering and documenting requirements that solve a customer’s pain point or objectives through project outcomes and benefits realization.</li><li>Serves as liaison between clients and Rackspace technical and non-technical departments in order to ensure that all targets and requirements are met. </li><li>Build and maintain a network of cross-functional technical resources within Rackspace and across any relative partnerships to allow for higher productivity, increased business, and rapid resolution of problems and escalations.</li><li>Contribute to the refinement of the Rackspace Professional Services methodology.</li><li>Provide FANATICAL support by driving the value of Rackspace to both potential and existing Rackspace customers and internal sales teams alike.</li><li>Ability to travel as required.</li><li>Responsible for the scope, planning, monitoring and execution of technical projects from initiation through delivery, ensuring they remain on schedule and within budget, cost and quality tolerances.</li><li>Responsible for the preparation of key project documents (PID, plans, logs, reports) and other key deliverables through the life of the project.</li><li>Proactively works to identify and manage project risks and issues. Ensures appropriate response plans are developed executed.</li><li>Effectively manages change to the project baseline by assessing project variance and evaluating impacts supported by the use of rigorous change control processes.</li><li>Monitors the delivery of project deliverables from third parties inside and external to Rackspace and tracks progress of same through continuous communication with project members. </li><li>Prepares and presents reports on project progress and problems to Rackspace and client stakeholders. </li><li>Assists in the preparation of proposals, RFP/RFI responses, &amp; Statements of Work (SoW). This includes the analysis and development of scope, duration, deliverables, resources, risk, assumptions and dependencies.</li><li>Regularly collaborates with Sales pursuit teams, Programme &amp; Project Managers, Technical Consultants, Solutions Architects, Partners, and extended cross-functional teams during presales and project delivery to ensure timely delivery and awareness of potential problems or risk requiring resolution or mitigation.</li></ul></ul><h3>Person Specification</h3><ul><ul><li>Must be <i><b>fluent in both German and English</b></i> (written and spoken)</li><li>PMP/Prince2 (Practitioner) certification.</li><li>Basic certification from one or more Cloud Service Providers</li><li>Proven ability to organise and execute projects in a consistent, repeatable and reliable manner.</li><li>IT Service Management and Service Delivery knowledge (ITIL certification preferred)</li><li>Excellent time management, communications, decision making, presentation, human relations and organization skills.</li><li>Able to resolve problems in a timely manner.</li><li>Ability to communicate technical information and ideas so others will understand.</li><li>General knowledge of cloud technologies, IT operations, project management operations.</li><li>Ability to adapt to a rapidly changing environment, handling shifting priorities and ambiguity.</li><li>Enterprise level use of MS Office suite including Project and Visio and knowledge of other project management tools.</li></ul></ul><h3>Required Experience</h3><ul><ul><li>Proven track record in scoping, planning, leading and monitoring technical projects from initiation through delivery.</li><li>Experience working on technology projects including one or more of the following: virtualisation technologies, application / platform migration. data / storage / network migration and/or management</li><li>#LI-JB2</li><li>#LI-Remote</li></ul></ul>#LI-JB2#LI-Remote

Germany

Munich

Senior Project Manager (DACH)

The Rackspace Senior Engagement Program Manager will manage several individual but related projects to the required standard of quality within the specified constraints of time and cost for the customer. The projects are typically medium to large, with medium complexity, and have high risk exposure. Ensures the coherence of the Program and develops and maintains the appropriate environment to support each individual project within it. Responsible for the program producing a result which is capable of achieving the benefits defined in the Statement of Work. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.  Work location:  This role can be worked remotely in Canada in the provinces of Ontario, British Columbia, and Alberta only. <h3>Key Responsibilities:</h3><ul><ul><li>Develop project plans, define timeframes, prioritize tasks and monitor progress to achieve objectives. </li><li>Manage customers, aligning business objectives with coordinated service deliveries, and ensure that our customers maximize the value they are seeing from their investment. </li><li>Work with customers by utilizing your project management skills to put together on-boarding schedules and tasks. </li><li>Provide guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service. </li><li>Create monthly and quarterly business reports to customers that demonstrate the ongoing value that our services provide. </li><li>Collaborate with cloud engineers on ongoing backlog grooming and seek out new work within the bounds of active customer engagements. </li><li>Lead the root cause analysis effort with the delivery team, when issues within a customer engagement arise. </li><li>Coordinate different stakeholder perspectives to develop solutions; thinks holistically to increase efficiency across organizational boundaries. </li><li>Make accurate judgments regarding time required to complete work; proactively manage team to ensure deadlines are successfully met; balances priorities simultaneously and seeks guidance when necessary. </li><li>Conducts presentations in executive settings to convey project management, risk and technical information to stakeholders with varying comprehension levels. </li><li>Use prescribed guidelines or processes in analyzing situations. </li><li>Profile customer stakeholders to gain awareness of differing perspectives. </li><li>Anticipate and take action to accomplish objectives; finds alternatives; accepts ownership for individual and team performance. </li><li>Manage multiple tasks with constrained resources, determining relative urgency to make difficult trade-offs; maintains focus despite competing priorities and frequent context shifting. </li><li>Identify methods for collecting data, performs data analyses and articulates findings. </li><li>Develop simple models to understand the potential impacts of decisions under various scenarios. </li></ul></ul><h3>Qualifications: </h3><ul><ul><li>Bachelor's Degree in field related to role required. 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. </li><li>Minimum of 8 years of experience in the field of role required. </li><li>At least one of the following certifications is required: Project Management Professional, Certified Scrum Master, SAFe. </li><li>Solid understanding of SDLC and when to apply agile vs. traditional methodologies to achieve the best outcome. </li><li>Knowledge in filtering and providing data and reports to customers, utilizing PowerPoint and Excel. </li></ul></ul><h3>Additional Requirements: </h3><ul><ul><li>Customer-facing consulting experience </li><li>Familiarity with cloud technologies, software development, networking infrastructure, data, and/or security. </li><li>At least one cloud platform foundational certification is preferred: AWS, Azure, or GCP. </li><li>Technical background (software development/engineering, database/system design, IaaS) </li><li>Self-starter with results-oriented, proactive management approach </li><li>Ability to learn on the job quickly and desire to develop expertise in AWS, GCP, and/or Azure</li><li>Ability to work in a fast-paced consulting environment and collaborate effectively as a team member </li></ul></ul><h3>Physical Demands</h3><ul><ul><li>General office environment: no special physical demands required.</li><li>May require long periods of sitting and viewing a computer monitor.</li><li>Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.</li></ul></ul><h3>Travel </h3><ul><ul><li>Occasional domestic/international travel less than 10%</li></ul></ul>Work location:  This role can be worked remotely in Canada in the provinces of Ontario, British Columbia, and Alberta only. #LI-AW1, #LI-Remote"Remote postings are limited to candidates residing within the country specified in the posting location"<b>About Rackspace Technology</b>We 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.  <b>More on Rackspace Technology</b>Though 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.

Canada

Senior Engagement Program Manager

SAP FICO Consultant having 10 years of SAP experience in Implementation &amp; Roll out &amp; Support Projects.  Verifiable expertise in project life cycle including designing &amp; executing framework, schedule development, blueprint preparation, documentation, configuration, testing and end user training. Knowledge on ERP CO Full Life cycle SAP implementation and S4 HANA FICO Implementation project. Good work experience in configuration and design for FI: - Classical and New GL, Account Payable, Account Receivables. CO:- Overhead cost controlling (CEA, CCA, IO), Profit Center Accounting, Product Cost Planning, Cost object controlling (Process orders, Production orders, Product cost collector, Sales order costing) for both MTO, MTS scenario’s, Profitability analysis (Costing, Accounting based CO-PA), Material Ledger (Actual Costing, Multiple Valuations/Multiple Currencies).Work experience on solution manager, HPQC, Active Control applications, Revenue Recognition, Report Painter, Report Writer Reports. Rollout of projects with accountability of defining scope, setting timelines, analysing requirements, prioritizing tasks, identifying dependencies, and evaluating risks &amp; issues. Interfacing with clients to gather business requirements, conducting system analysis and finalizing technical / functional specifications &amp; designing the documentation for the projects. Implementing and managing global projects including requirement analysis, design, system realization, user acceptance testing, IT systems integration and drafting &amp; testing functional specifications. Worked on various Reports and Enhancements. Involved in writing Functional Specifications, testing and delivery of the WRICEF's.

Business Systems Consultant IV : SAP FICO

The Rackspace Engagement Manager will manage several individual but related projects to the required standard of quality within the specified constraints of time and cost for the customer. The projects are typically medium to large, with medium complexity, and have high risk exposure. Ensures the coherence of the Program and develops and maintains the appropriate environment to support each individual project within it. Responsible for the program producing a result which is capable of achieving the benefits defined in the Statement of Work. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.  <b>- </b>Fluent, Bilingual (Spanish and English): Please submit a resume in English to be considered for the role. All interviews will be held in English.<b>Work Location:</b> Hybrid in CDMX and Edomex and Remote in Jalisco, Nuevo Leon, Aguascalientes, Queretaro, and Puebla.- The role can be worked hybrid working at least two days a week at our office located in Miguel Hidalgo for candidates that live in Ciudad de Mexico or Estado de Mexico within 25 miles(40 KM) of the office. - The role can be worked remotely in the states of  Jalisco, Nuevo Leon, Aguascalientes, Queretaro, and Puebla.<h3>Responsibilities:</h3><ul><ul><li><b>Program and Project Management:</b> </li><li>Plan, manage, and drive the delivery of complex infrastructure projects across cloud platform, developer tools, CI/CD pipelines, databases, and analytics systems.  </li><li>Develop and maintain project plans, roadmaps, and milestones, ensuring on-time delivery of high-quality solutions.  </li><li>Monitor and communicate progress, priorities, risks, and dependencies to stakeholders, escalating issues as needed.  </li><li>Manage multiple tasks with constrained resources, determining relative urgency to make difficult trade-offs; maintains focus despite competing priorities and frequent context shifting. </li><li>Make accurate judgments regarding time required to complete work; proactively manages team to ensure deadlines are successfully met; balances priorities simultaneously and seeks guidance when necessary. </li><li><b>Stakeholder Collaboration: </b> </li><li>Work closely with internal and customer team members from engineering, product, and leadership teams to align priorities, define requirements, and coordinate resources.  </li><li>Serve as a bridge between platform and SRE teams to ensure clear communication and alignment.  </li><li>Manage customers, aligning business objectives with coordinated service deliveries, and ensure that our customers maximize the value they are seeing from their investment. </li><li>Collaborate with cloud engineers on ongoing backlog grooming and seek out new work within the bounds of active customer engagements. </li><li>Profile customer stakeholders to gain awareness of differing perspectives.</li><li> <b>Risk Management and Issue Resolution: </b> </li><li>Identify risks, bottlenecks, and dependencies early, proposing solutions to keep projects on track.  </li><li>Lead resolution of complex issues by facilitating cross-functional collaboration and decision-making.</li><li><b>Delivery Standards and Process Improvement: </b> </li><li>Define and enforce delivery best practices, including Agile methodologies, infrastructure release processes, and governance standards.  </li><li>Continuously refine processes to improve predictability, efficiency, and customer satisfaction.  </li><li>Use prescribed guidelines or processes in analyzing situations. </li><li><b>Metrics and Reporting: </b> </li><li>Define and track KPIs to measure project success and organizational impact.  </li><li>Provide transparent, actionable updates to stakeholders via reports, dashboards, and regular reviews.  </li><li>Identify methods for collecting data, perform data analyses, and articulate findings. </li><li>Develop simple models to understand the potential impacts of decisions under various scenarios. </li><li>Conduct presentations in executive settings to convey project management, risk and technical information to stakeholders with varying comprehension levels. </li><li>Anticipate and take action to accomplish objectives; finds alternatives; accepts ownership for individual and team performance. </li></ul></ul><h3>Qualifications:</h3><ul><ul><li>Bachelor's Degree in field related to role required. 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. </li><li>Minimum of 5 years of experience in the field of role <a href="http://required.Proven" rel="noopener noreferrer nofollow ugc" target="_blank">required.Proven</a> track record of managing end-to-end delivery of complex, large-scale projects.  </li><li>Bilingual in Spanish and English( a minimum of upper Intermediate or higher proficiency and able to read, write, and speak)</li><li>At least one of the following certs are required: Project Management Professional (or equivalent), Certified Scrum Master (or equivalent), or SAFe. </li><li>Solid understanding of SDLC and when to apply agile vs. traditional methodologies to achieve the best outcome. Understanding of Agile and DevOps practices and experience working in cross-functional teams.  </li><li>Highly proficient with JIRA and other Atlassian tools, experience with creating insightful dashboards primarily using JIRA, potentially using other observability tools such as Splunk.  </li><li>Knowledge in filtering and providing data and reports to customers, utilizing PowerPoint and Excel. </li></ul></ul><h3>Additional Requirements:</h3><ul><ul><li>Customer-facing consulting experience</li><li>Experience with complex cloud infrastructure projects</li><li>Familiarity with cloud technologies, software development, networking infrastructure, data, and/or security. At least one cloud platform foundational cert is preferred: AWS, Azure, GCP. </li><li>Technical background (software development/engineering, database/system design, IaaS) </li><li>Strong organizational and multitasking abilities, with attention to detail.  </li><li>Excellent communication skills, with the ability to present to diverse audiences, including executives, engineers, and product managers.  </li><li>Proactive problem-solving skills with a focus on collaboration and driving outcomes.  </li><li>Self-starter with results-oriented, proactive management approach </li><li>Ability to work in a fast-paced consulting environment and collaborate effectively as a team member </li></ul></ul><h3>Physical Demands</h3><ul><ul><li>General office environment: no special physical demands required.</li><li>May require long periods of sitting and viewing a computer monitor.</li><li>Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.</li></ul></ul><h3>Travel </h3><ul><ul><li>Occasional domestic/international travel, less than 50% </li></ul></ul>Fluent, Bilingual (Spanish and English): Please submit a resume in English to be considered for the role. All interviews will be held in English.<b>Work Location:</b> Hybrid in CDMX and Edomex and Remote in Jalisco, Nuevo Leon, Aguascalientes, Queretaro, and Puebla.- The role can be worked hybrid working at least two days a week at our office located in Miguel Hidalgo for candidates that live in Ciudad de Mexico or Estado de Mexico within 25 miles(40 KM) of the office. - The role can be worked remotely in the states of  Jalisco, Nuevo Leon, Aguascalientes, Queretaro, and Puebla.#LI-AW1#LI-Remote#LI-Hybrid"Remote postings are limited to candidates residing within the country specified in the posting location"<b>About Rackspace Technology</b>We 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.  <b>More on Rackspace Technology</b>Though 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.

Engagement Manager - (Remote and Hybrid in Mexico)

Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Ensures that operational teams have a clear understanding of client requirements. Builds and maintains strong client relationships and provides day-to-day client advice and support. Promotes the organization's capabilities to clients, identifies sales opportunities to be forwarded to the account executives and achieves contract extensions or additional business within the account(s). Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.<h3>Key Responsibilities</h3><ul><ul><li>Other Incidental tasks related to the job, as necessary.</li><li>Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (ServiceNow/CORE).</li><li>Provides input to, and executes on, churn mitigation strategies.</li><li>Creates renewal and prepay agreement documentation, processes buy out agreements, and calculates/submits credit memos.</li><li>Conducts monthly service reviews, preparing MAR/QBR materials.</li><li>Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports.</li><li>Responsible for following up with assigned customers on loyalty NPS survey responses, in addition to following up on closed tickets flagged as NPS-T, facilitating calls with internal support teams where necessary.</li><li>Remains informed on the technical design/architecture of customer environments, reviewing contracts to stay up-to-date on server/hardware upgrades.</li><li>Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management are completed according to customer needs.</li><li>Supports Client Executives in the preparation and facilitation of customer visits; in discussions with Legal regarding quote approvals; and in negotiations for renewals, prepay agreements, buy out agreements, and credit memos, for assigned customers.</li><li>Supports Client Engineers/Architects, by providing insight into the needs of assigned customers, as it relates to strategic account planning from a technology perspective; and providing cost governance recommendations, related to maintenances.</li><li>Supports Customer Success Associates, and remains informed regarding administration activities for assigned customers (e.g. NPS administration, ticket routing, contract administration, etc.).</li></ul></ul><h3>Knowledge and Skills</h3><ul><ul><li>Advanced understanding of the IT industry and various technologies</li><li>Advanced knowledge of the Rackspace product portfolio, servers, and computer hardware</li><li>Advanced understanding of Cloud technologies and working practices</li><li>Administrative Skills</li><li>AR/Billing Software Tools</li><li>Budget Management</li><li>Client/Customer Service</li><li>Coaching/Counseling</li><li>Cost-benefit Analysis</li><li>Customer Relationship Management</li><li>Data Analysis</li><li>ERP Software Skills</li><li>Formal Writing Skills</li><li>MS Excel Skills</li><li>Negotiation Skills</li><li>Presentation Building</li><li>Process Improvement</li><li>Public Speaking</li><li>Query Resolution Skills</li><li>Revenue Risk Assessment/Identification</li><li>Stakeholder Management (external/internal)</li><li>Technical Troubleshooting</li></ul></ul><h3>Qualifications</h3><ul><ul><li>High School Diploma or regional equivalent required</li><li>Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement</li><li>ITIL certification preferred</li><li>8 - 11 years of experience in the field of role required</li></ul></ul>#LI-AW2"Remote postings are limited to candidates residing within the country specified in the posting location"<b>About Rackspace Technology</b>We 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.  <b>More on Rackspace Technology</b>Though 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.

United States

San Antonio

Senior Customer Success Manager (Hybrid - San Antonio)

<b>FLSA Status: </b><i>Exempt</i><b>H1-B Status:</b> Not Eligible for Sponsorship <b>Job Family Summary</b>The Support Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, ticketing system, and automation.  This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process.  Responsible for the engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements. The Support Engineer is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution. Keeps informed of emerging technologies.  Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed. <b>Career Level Summary</b>·       Requires working knowledge and experience in own job discipline and broadens capabilities·       Continues to build knowledge of the company, processes, and customers·       Performs a range of assignments related to job discipline·       Uses learned and prescribed guidelines or processes in analyzing situations·       Receives a moderate level of guidance and direction <b>Critical Competencies</b>·       Systems Thinking: Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process, and technology) are identified and accounted for·       Idea Creation: Provides ideas and designs new solutions, methods, and products to update what existed prior <b>Key Responsibilities</b>·       Technical point of escalation to the first line and second line teams; resolving customer issues, working in collaboration with partners across the business, as required·       Lead customer engagements (both technical and non-technical)·       Participates in tasks related to systems architecture enhancements, problem management, process improvement, reporting and customer infrastructure·       Mentor and assist Rackers across the OS Function Provide      exceptional customer support via the phone, and ticketing systems·       Collaborate and share knowledge with other Engineers and Administrators on the support floor·       Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing with the autonomy and ability to suggest and implement changes to customer solutions and can impact process change and continued improvement·       Ability to apply fundamental knowledge to solve customer issues·       Ensure adherence to customer &amp; SLA commitments for self<b>Person Specification</b><b>Knowledge</b>·       Proficient knowledge of Linux and/or Windows Server Operating Systems·       Proficient knowledge of server hardware, networking, backup, and storage solutions·       Proficient knowledge of implementing, analyzing, and troubleshooting highly available systems·       Proficient knowledge of services and protocols commonly used in hosting environments including but not limited to web servers, database servers, mail servers, name servers such as:o   Windows: Server Failover Clustering, Active Directory, IISo   Linux: Apache, Nginx, NFS, Postfix, Sendmail, FTP·       Intermediate knowledge of Database Servers:o   Windows: MSSQLo   Linux: MySQL, MariaDB, Percona·       Intermediate knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)·       Intermediate knowledge of Cloud Platform Products (Azure/AWS/GCP)·       Intermediate knowledge in the application of current and emerging network software and hardware technology and protocols·       Basic scripting competency in one or more of the following languages: PowerShell, Python, PHP, Go·       Requires expanded conceptual knowledge in own job discipline and broadens capabilities ·       Understands key business drivers; uses this understanding to accomplish own work<b>Skills</b>·       Passionate about technology and has a desire to constantly expand technical knowledge·       Detail-oriented in documenting information and able to own customer issues through resolution·       Able to handle multiple tasks and prioritize work under pressure·       Demonstrate sound problem-solving skills coupled with a desire to take on responsibility·       Strong written and verbal communication skills, both highly technical and non-technical·       Fluency in multiple languages is a plus<b><i>Education</i></b>Required·       Bachelor’s degree in Computer Science, Management Information Systems, or a related technical 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.<b><i>Certifications</i></b>·       Desired: o    MCSA or MCSE for Windows specializationo    RHCSA/RHCE (or LPI/LFC equivalent) for Linux specialization<b>Experience</b>Required·       2-4 years of technical engineering and administration experience with a minimum of 2 years in an OS Systems Engineering and Administration functionPreferred·       Technical customer support experience in a cloud hosting/technology environment<b><i>Physical Demands</i></b>·       General office environment: no special physical demands required·       May require long periods sitting and viewing a computer monitor·       May require work on non-traditional shifts·       Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations·       A willingness to work weekends and/or holidays when required as the business dictates<b><i>Travel</i></b>·       Occasional domestic travel, less than 10%

Windows Support Engineer II / III

The Marketing Operations Analyst II is responsible for lead and pipeline reporting, ensuring accurate data tracking, performance measurement, and insights to drive marketing and sales alignment. This role focuses on lead management, pipeline analysis, and revenue reporting, while also managing Google Analytics, Google Ads, and other digital marketing performance metrics. The ideal candidate has strong analytical skills, experience with BigQuery, and expertise in data visualization, attribution modeling, and marketing analytics.Key Responsibilities:Lead &amp; Pipeline ReportingManage and maintain lead      flow tracking and reporting from marketing campaigns into HubSpot and CRM      (Salesforce preferred), ensuring data accuracy and integrity.Track, analyze, and report      on pipeline performance, lead conversion rates, and marketing-influenced      revenue to measure campaign impact.Build and maintain      dashboards in CRM, Looker Studio, Tableau, and Power BI to visualize lead      lifecycle stages, funnel progression, and sales handoff efficiency.Develop and refine      marketing attribution models to assess the effectiveness of marketing      channels and campaigns in pipeline generation.Work closely with Sales      Operations and Demand Generation teams to ensure seamless lead handoff and      alignment on pipeline metrics.Google &amp; Digital Marketing ReportingMonitor and analyze Google      Analytics and Google Ads performance, identifying trends and opportunities      for optimization.Track digital campaign      performance across paid media, SEO, and website engagement, providing      recommendations for improvement.Implement and maintain      Google Tag Manager configurations to optimize conversion tracking and      event measurement.Conduct A/B testing and conversion      rate analysis to optimize digital campaigns and landing page      effectiveness.Ensure marketing data is      structured correctly in BigQuery for advanced analytics and reporting.Marketing Data Management &amp; ComplianceMaintain data hygiene,      segmentation, and enrichment to improve targeting and reporting accuracy.Ensure compliance with      data privacy regulations (GDPR, CCPA) in all lead tracking and reporting      activities.Collaborate with marketing      and IT teams to improve data governance and system integrations.Qualifications &amp; Experience:5+ years of experience in      marketing analytics, lead operations, or data analysis.Strong expertise in lead      management, pipeline tracking, and revenue reporting.Proficiency in BigQuery      for querying and analyzing large-scale marketing and sales data.Experience with data      visualization tools (Google Looker Studio, Tableau, Power BI).Google Analytics and      Google Ads experience, with a strong understanding of paid search, SEO,      and digital reporting.Knowledge of marketing      attribution modeling, multi-touch attribution, and conversion tracking.Familiarity with CRM      systems (Salesforce preferred) and HubSpot reporting.Ability to interpret      complex data sets and present insights to marketing, sales, and leadership      teams.Preferred Skills:Experience with SQL,      Python, or R for advanced data analysis and reporting.Familiarity with Google      Tag Manager for event tracking and campaign measurement.Certifications in HubSpot,      Google Analytics, or BigQuery are a plus.

The Marketing Operations Analyst II

Marketing Operations Sr. Manager / Lead <b>Job Summary:</b>The Marketing Operations &amp; Technology Manager is responsible for optimizing marketing processes, managing technology platforms, and ensuring data-driven decision-making to enhance campaign performance and marketing effectiveness. This role plays a critical part in improving efficiency, implementing automation, and ensuring seamless integration between our marketing technology and data ecosystem including HubSpot, Salesforce, BigQuery, Google Analytics, and other MarTech tools to drive marketing success. A key focus of this role is HubSpot administration and optimization, as well as leading the strategy and execution of Marketing reporting and data analysis with expertise in data visualization tools (PowerBI, Google Looker Studio, Tableau) to provide marketing insights. The ideal candidate has expertise in marketing automation, CRM systems, analytics, and project management, with a strong technical understanding of HubSpot operations and data-driven decision-making. <b>Key Responsibilities:</b> HubSpot Administration &amp; OptimizationServe as the HubSpot owner      and administrator, ensuring proper configuration, integration, and      optimization for marketing campaigns.Manage HubSpot workflows,      lead scoring models, and automation sequences to improve lead quality and      campaign efficiency.Ensure seamless      integration between HubSpot and CRM (Salesforce preferred), as well as      other marketing technology tools.Develop and enforce best      practices for lead management, segmentation, and reporting within HubSpot.Train and support      marketing teams on HubSpot best practices, analytics, and automation      capabilities.Data, Analytics &amp; ReportingUtilize BigQuery to      analyze large-scale marketing data sets and generate actionable insights.Build dashboards and      reports in Google Looker Studio, Tableau, or Power BI to track marketing      performance and ROI.Implement and refine      marketing attribution models to measure the effectiveness of marketing      efforts and optimize budget allocation.Track, analyze, and report      on key marketing performance metrics, including lead generation, pipeline      contribution, and campaign ROI.Work closely with      stakeholders to identify data gaps, improve reporting accuracy, and drive      data-driven marketing strategies.Marketing Technology &amp; Process OptimizationOwn and optimize marketing      automation processes, ensuring efficiency, scalability, and lead      conversion.Maintain data hygiene,      segmentation, and enrichment to improve targeting and personalization.Evaluate and implement new      marketing technologies to improve campaign execution and measurement.Establish and document      best practices for marketing operations, automation, and reporting.Cross-Functional Collaboration &amp; ComplianceWork closely with Sales      Operations and RevOps to ensure smooth lead handoff, tracking, and      closed-loop reporting.Collaborate with Demand      Generation, Digital Marketing, and Content teams to align HubSpot, data,      and analytics with marketing strategies.Manage relationships with      vendors and external partners for marketing technology solutions and      integrations.Ensure compliance with      data privacy regulations (GDPR, CCPA) and industry best practices.<b>Qualifications &amp; Experience:</b>7+ years of experience in      Marketing Operations, Marketing Technology, or related roles.Strong expertise in      HubSpot (certifications preferred) and marketing automation best      practices.Experience with BigQuery      for querying and analyzing large marketing data sets.Proficiency in data      visualization tools (Google Looker Studio, Tableau, Power BI) for      marketing reporting and insights.Strong knowledge of CRM      systems (Salesforce preferred) and marketing technology integrations.Experience with marketing      performance metrics, attribution modeling, and lead lifecycle management.Strong problem-solving and      project management skills to drive operational efficiency.Familiarity with data      privacy laws (GDPR, CCPA) and compliance requirements in marketing      operations.<b>Preferred Skills:</b>Experience with Customer      Data Platforms (CDPs) or Data Management Platforms (DMPs).Familiarity with A/B      testing, conversion rate optimization, and web analytics.SQL, Python, or other data      analysis skills are a plus.HubSpot, Google BigQuery,      or Salesforce certifications are a plus.<b>Why Join Us?</b>Opportunity to own and      optimize HubSpot and drive marketing technology success.Work at the intersection      of marketing, technology, and data analytics.Fast-paced, collaborative      environment focused on innovation and efficiency.Hands-on access to      cutting-edge MarTech tools and data analytics platforms.Career growth and      leadership opportunities in Marketing Operations and Analytics.

Marketing Operations Sr. Manager / Lead   (R-21115)

We are seeking a Cloud Engineer to deliver Cloud Engineering services to Rackspace’s Enterprise and SME clients. The ideal candidate will have strong, hands-on technical skills, with the experience and consulting skills to understand, shape, and deliver against our customers’ requirements.<h3>Responsibilities</h3><ul><ul><li>Implement cloud solutions that are secure, scalable, resilient, monitored, auditable, and cost-optimized.</li><li>Managing and supporting ticket queues of various clients and maintaining the SLA.</li><li>Escalation to appropriate task manager of inappropriate work task requests or requirements.</li><li>Leveraging personal subject matter expertise, and working closely with peers, the role will be accountable for delivering quality support in a client-facing role. You’ll be the voice of Rackspace within the customer.</li><li>Support 24X7 environment with long-term or permanent shifts if applicable.</li><li>Support the creation of relevant documentation around the cloud implementations.</li></ul></ul><h3>Skills &amp; Knowledge Requirements</h3><ul><ul><li>Fresh Graduates to candidates up to 1 year of experience may apply.</li><li>Should know the basics of one major public cloud i.e. Azure/AWS/GCP.</li><li>Strong communication skills.</li><li>Help monitor cloud-based systems for availability, performance, reliability, security, etc. using cloud-native or external tooling.</li><li>Knowledge of Windows and Linux operating systems.</li><li>Knowledge of PowerShell/Shell/Python scripting.</li><li>Install operating systems, and application software in cloud computing environments and patching.</li><li>Basic knowledge of network, and awareness of cloud network patterns such as Virtual Networks, subnets, peering, firewalls, etc.</li><li>Candidates with knowledge of automation tools such as Cloud Formation, Azure Resource Manager (ARM), Terraform, Ansible, or similar will be preferred. </li><li>Ideally have a degree in a technology field or equivalent industry experience</li><li>#LI-JB2</li></ul></ul>#LI-JB2

United Arab Emirates

Dubai

Trainee Cloud Engineer

The Senior Engagement Manager manages several individual but related projects to the required standard of quality within the specified constraints of time and cost for the customer. The projects are typically medium to large, with medium complexity and have high-risk exposure. Ensures the coherence of the Program, and develops and maintains the appropriate environment to support each individual project within it. Responsible for the program producing a result that is capable of achieving the benefits defined in the Statement of Work.  Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.Work location:  Remote in the U.S.A.Candidates who reside within 40 miles of our San Antonio office will work in a hybrid location; work from home three days a week and in the office two days a week. <h3>Critical Competencies</h3><ul><ul><li>Stays current on industry trends and serves as an expert on SDLC and agile practices, coaching others when needed.  </li><li>Develops knowledge of customer organization's structure, operations, and business processes; Identifies business issues impacting multiple teams; demonstrates awareness of customer’s industry;  demonstrates understanding of the financial impact of decisions.</li><li>Manages project and customer compliance and reporting requirements; modifies reports to improve efficiency; Implements improvements that impact quality; coaches others on how to utilize resources to maximize performance.</li><li>Assures that standards for quality and quantity are met; reviews work, budget, and schedules to ensure plans will meet requirements. </li><li>Monitors and suggests methods for continuous improvement for the department; create measures to check the accuracy of information for the team.</li><li>Anticipates and recognizes bottlenecks in work processes between teams and makes suggestions for ongoing improvement.</li><li>Demonstrates advanced understanding of products, technologies, offerings, etc., and coaches other colleagues in building their knowledge. </li><li>Leverages knowledge of competitors’ products and services as well as their strengths and weaknesses to compare choices.</li><li>Balances several projects simultaneously with minimal error and without losing track of important details or deliverables.</li></ul></ul><h3>Key Responsibilities</h3><ul><ul><li>Manage customers, align business objectives with coordinated service deliveries, and ensure that our customers maximize the value they are seeing from their investments. </li><li>Act as the primary point of contact for one or more customers, help to plan as well as oversee ongoing operations of our service delivery.</li><li>Work with customers by utilizing your project management skills to put together onboarding schedules and tasks. </li><li>Provide guidance on how best to utilize our services, provide an escalation point for issues, and help provide reporting to ensure customers’ faith in the service. </li><li>Create monthly and quarterly business reports to customers that demonstrate the ongoing value that our services provide.</li><li>Create and manage project plans and schedules in conjunction with cloud engineers, and provide updates to customers on progress. </li><li>Collaborate with cloud engineers on ongoing backlog grooming and seek out new work within the bounds of active customer engagements.</li><li>Lead the root cause analysis effort with the delivery team, when issues within a customer engagement arise.</li><li>Other Incidental tasks related to the job, as necessary. </li></ul></ul><h3>Knowledge/Skills</h3><ul><ul><li>Strong knowledge of the business, functional operations and strategic initiatives.</li><li>Grows relationships with key organizational influencers and builds relationships with external partners  (e.g., vendors, and customers). </li><li>Teaches others the importance of accuracy and thoroughness so that sufficiently detailed information is logged correctly.</li><li>Demonstrates advanced working knowledge of Microsoft® and other company-supported applications, applying templates and standards to produce elements and incorporate them into presentations. </li><li>Devises new methods and procedures for collecting data; performs complex data analyses and presents findings on the underlying principles, reasons, or facts. </li><li>Develops advanced models to test hypotheses and understand the impact of more complex decisions in various scenarios, drawing upon thoughts and insights from different sources. </li><li>Demonstrates proper techniques for preparing and filing complex regulatory correspondence in an organized and concise format, sending documents to regulatory agencies as requested. </li><li>Uses quality tools and techniques to continuously focus on and measure discrepancies from quality standards.</li></ul></ul><h3>Education/Experience</h3><ul><ul><li>Bachelor's Degree in a field related to the role is required. </li><li>At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution is allowed, a regional equivalent to a High School Diploma is required.</li><li>A minimum of 5 – 7 years of project management experience is required.</li><li>External client-facing experience is preferred. </li><li>Experience with Private Cloud is required, preferably VMware.</li><li>Experience with Jira and Microsoft Office suite is required.</li></ul></ul><h3>Certifications</h3><ul><ul><li>Project Management Professional preferred. </li><li>Certified Scrum Master preferred. </li></ul></ul><h3>Physical Demands/Travel</h3><ul><ul><li>General office environment: no special physical demands required. May require long periods of sitting and viewing a computer monitor. </li><li>Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.</li><li>Occasional domestic travel, less than 10% </li></ul></ul>The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states.The anticipated starting pay range for Colorado is: $82,300 - $120,670The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $87,500 - $128,370The anticipated starting pay range for California, New York City, and Washington is: $95,900 - $140,580Unless 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. These 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. Information on benefits offered is <a href="https://rackspace.jobs/benefits/" rel="noopener noreferrer nofollow ugc" target="_blank">here</a>.Work location: Remote in the U.S.A.Candidates who reside within 40 miles of our San Antonio office will work a hybrid location; work from home three days a week and in the office two days a week.#LI-AW1, #LI-Remote"Remote postings are limited to candidates residing within the country specified in the posting location"<b>About Rackspace Technology</b>We 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.  <b>More on Rackspace Technology</b>Though 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.

Senior Engagement Manager

<b>Job Overview</b>We are seeking a highly skilled L3 Engineer to serve as the technical authority for Windows and Linux operating systems hosted on AWS virtual machines (VMs), with a focus on advanced cloud architecture, security, and automation. In this critical role, you will architect scalable solutions, oversee OS patching and AWS strategies and resolve complex incidents. As a Senior Engineer, you will drive performance optimization, implement cutting-edge security measures, automate workflows, and mentor technical teams to align infrastructure with business objectives. This position is ideal for a senior expert with deep expertise in AWS, OS management, and modern DevOps practices. <b>Key Responsibilities</b><b>Architectural Oversight:</b>Design, implement, and optimize cloud architectures for Windows and Linux VMs in AWS, ensuring performance, security, and scalability.Conduct Well-Architected Framework reviews to assess and enhance system reliability, cost-efficiency, and operational excellence.<b>Complex Troubleshooting:</b>Act as the final escalation point for critical incidents involving Windows and Linux VMs, resolving issues in hybrid environments, multi-region setups, and service interdependencies.Debug and optimize advanced AWS services, including Lambda functions and API Gateway configurations.<b>System Management and Optimization:</b>Oversee advanced maintenance of Windows (e.g., AD integration, performance tuning) and Linux (e.g., kernel optimization, service hardening) systems in AWS.Develop and execute enterprise-level OS patching strategies for Windows (e.g., WSUS, SCCM) and Linux (e.g., custom repositories, automation), ensuring compliance and minimal downtime.Analyze future resource needs, plan capacity, and resolve performance bottlenecks to maintain optimal system efficiency.<b>Security and Governance:</b>Implement advanced security measures, including GuardDuty, AWS WAF, and Security Hub, to protect Windows and Linux environments.Conduct regular security audits and compliance checks (e.g., SOC2, GDPR) and enforce standards for OS hardening and AWS IAM policies.Lead root cause analysis (RCA) for security incidents and implement preventative measures.<b>Automation &amp; DevOps:</b>Automate infrastructure scaling, patching, and monitoring workflows using scripting (e.g., Bash, Python, PowerShell) and AWS CLI.Automate provisioning of AWS resources using Terraform or CloudFormation.<b>Disaster Recovery &amp; High Availability:</b>Design and test failover strategies and disaster recovery mechanisms for critical Windows and Linux applications in AWS.Architect high-availability solutions (e.g., multi-AZ setups, failover clusters) to ensure business continuity.<b>Team Leadership:</b>Provide technical guidance to L1 and L2 engineers, fostering skill development and operational excellence.Create knowledge-sharing sessions and maintain best practices documentation for OS management, AWS, and Kubernetes operations.<b>Cost Management:</b>Implement resource tagging strategies and leverage cost management tools (e.g., AWS Cost Explorer) to reduce operational expenses while maintaining performance.Lead cost optimization efforts, such as right-sizing EC2 instances and utilizing reserved or spot instances.<b>Stakeholder Collaboration:</b>Partner with customers, architects, and leadership to address complex requirements and lead migration/modernization projects for Windows and Linux systems.Provide      expert guidance on patching schedules, security compliance, and AWS infrastructure roadmaps.<b>Required Skills and Qualifications</b> <b>Technical Skills:</b>Expert-level mastery of Windows operating systems (e.g., Windows Server 2016/2019/2022) and/or Linux distributions (e.g., Ubuntu, CentOS, RHEL), including kernel-level diagnostics.Deep expertise in OS patching strategies, including enterprise tools (e.g., WSUS, SCCM for Windows; Ansible, Satellite for Linux) and automation frameworks.Comprehensive understanding of AWS core services (e.g., EC2, S3, VPC, IAM) and advanced features (e.g., Lambda, API Gateway, Systems Manager).Strong proficiency in AWS automation, scripting (e.g., Bash, Python, PowerShell), and AWS CLI for managing infrastructure and patching.Extensive experience with AWS CloudFormation and Terraform for infrastructure-as-code.Advanced knowledge of AWS security best practices, identity and access management (e.g., IAM roles, MFA), and networking (e.g., VPC peering, subnets).<b>Capacity Planning:</b> Ability to analyze future resource needs and plan capacity for Windows, Linux, and Kubernetes workloads.<b>Performance Optimization:</b> Expertise in identifying and resolving performance bottlenecks in OS and AWS environments.<b>Migration and Modernization:</b> Proven ability to lead complex migration and modernization projects for cloud-based systems. <b>Soft Skills:</b>Exceptional communication and interpersonal skills to articulate technical solutions to stakeholders and mentor teams.Superior problem-solving and analytical skills to address enterprise-scale challenges and drive innovation.Ability to work independently, lead cross-functional initiatives, and foster collaboration in a dynamic environment.Customer-focused approach with a strategic mindset for aligning technical expertise with business goals.<b>Experience:</b>8+ years of experience in IT support, systems engineering, or cloud architecture, with a focus on Windows and Linux OS management, patching, and AWS.Proven track record of managing enterprise-scale AWS environments and Kubernetes      clusters.<b>Education:</b>Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s preferred, or equivalent experience).<b>Certifications (Preferred):</b>AWS Certified Solutions Architect – ProfessionalMicrosoft Certified: Azure Administrator Associate (or equivalent Windows Server certification)Red Hat Certified Engineer (RHCE) or Linux Professional Institute Certification (LPIC-2/3)<b>Additional Requirements</b>Flexibility to provide on-call support for critical incidents and oversee patching or failover operations across global time zones.Proficiency with collaboration tools (e.g., Microsoft Teams, Slack) and enterprise ticketing systems (e.g., ServiceNow, Jira).

L3 AWS Support Engineer with Linux/Windows - Pune/Bangalore/Delhi

The Marketing Operations Analyst II at Rackspace Technology is responsible for managing and optimizing marketing platforms, automation workflows, and technology integrations to support demand generation and customer engagement efforts. This role focuses on maintaining and enhancing HubSpot, CRM integrations, and marketing automation systems, ensuring seamless data flow and improving marketing efficiency. The ideal candidate has strong technical expertise in marketing platforms, automation, and system integrations.<b>Work Location:</b> Hybrid in CDMX and Edomex and Remote in Jalisco, Nuevo Leon, Aguascalientes, Queretaro, and Puebla.<b>- </b>Fluent, Bi-lingual (Spanish and English): Please submit a resume in English to be considered for the role. All interviews will be held in English.- The role can be worked hybrid working at least two days a week at our office located in Miguel Hidalgo for candidates that live in Ciudad de Mexico or Estado de Mexico within 25 miles(40 KM) of the office. - The role can be worked remotely in the states of  Jalisco, Nuevo Leon, Aguascalientes, Queretaro, and Puebla.<h3>Key Responsibilities</h3><ul><ul><li>Serve as the HubSpot administrator, managing workflows, lead scoring, automation, and troubleshooting.</li><li>Ensure seamless integration between HubSpot, CRM (Salesforce preferred), and other marketing tools.</li><li>Develop and maintain automation workflows to optimize lead nurturing and engagement.</li><li>Support campaign execution by setting up email, landing page, and form automation.</li><li>Monitor and troubleshoot data synchronization issues between marketing and sales systems.</li><li>Collaborate with IT and marketing teams to evaluate and implement new marketing technologies.</li><li>Maintain data hygiene and segmentation in marketing automation and CRM platforms.</li><li>Provide training and support to marketing teams on HubSpot and other MarTech tools.</li><li>Ensure compliance with data privacy regulations (GDPR, CCPA) in marketing automation processes.</li></ul></ul><h3>Qualifications &amp; Experience</h3><ul><ul><li>High School Diploma or regional equivalent required</li><li>Bachelor's Degree required, preferably in a field related to the role. At the manager’s discretion, additional relevant experience may substitute the degree requirement</li><li>5+ years of experience in marketing operations, technology, or automation roles.</li><li>Strong expertise in HubSpot administration and marketing automation workflows.</li><li>Experience with CRM systems (Salesforce preferred) and API-based integrations.</li><li>Familiarity with Google Tag Manager, tracking pixels, and event tracking for marketing automation.</li><li>Basic knowledge of HTML/CSS for email and landing page customization.</li><li>Strong analytical and troubleshooting skills for system optimization.</li><li>Ability to collaborate cross-functionally with demand generation, sales, and IT teams.</li></ul></ul><h3>Preferred Skills</h3><ul><ul><li>Experience with Customer Data Platforms (CDPs) or lead enrichment tools.</li><li>HubSpot, Salesforce, or marketing automation certifications are a plus.</li><li>Background in digital marketing a plus</li></ul></ul><b>Work Location:</b> Hybrid in CDMX and Remote in Mexico<b>- </b>Fluent, Bi-lingual (Spanish and English): Please submit a resume in English to be considered for the role. All interviews will be held in English.- The role can be worked hybrid working at least two days a week at our office located in Miguel Hidalgo for candidates that live in Ciudad de Mexico or Estado de Mexico within 25 miles(40 KM) of the office. - The role can be worked remotely in the states of  Jalisco, Nuevo Leon, Aguascalientes, Queretaro, and Puebla.#LI-AW1#LI-Remote#LI-Hybrid"Remote postings are limited to candidates residing within the country specified in the posting location"<b>About Rackspace Technology</b>We 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.  <b>More on Rackspace Technology</b>Though 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.

Mexico City

Aguascalientes

Marketing Operations Analyst II

Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements, and add value to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, order processing, and accounting to resolve status, production, delivery, and billing inquiries. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Manages market research to determine special pricing for non-standard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.Hybrid in San Antonio, TX<h3>Key Responsibilities</h3><ul><ul><li>Manages customer support functional activities for all products and contributes to overall service profitability. </li><li>Uses staff and systems in the customer support area efficiently and productively. </li><li>Improves quality and responsiveness of customer support staff and resources. </li><li>Improves interaction and service between customer support and other functional areas of company. </li><li>Manages technical customer support center specialists for all products. </li><li>Schedules staff to adequately handle call/e-mail volume at any point in time. </li><li>Monitors progress and number of telephone calls/e-mails made. </li><li>Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination, as necessary). </li><li>Contributes to overall service revenue. </li><li>Generates new and creative ideas to sell add-on services. </li><li>Promotes sales of various service options. </li><li>Promotes and maintains a high quality, professional, and service-oriented company image among users. </li><li>Manages company’s technical customer support center specialist activities. </li><li>Ensures resolution of customer problems received via the telephone and/or internet. </li><li>Coveys customer feedback to product development staff. </li><li>May develop opportunities for billable time with billable service managers. </li><li>Erroneous decisions will have a long- term effect on the company's success. </li><li>Interacts internally and externally with executive level management, requiring negotiation of extremely critical matters. </li><li>Influences policymaking.</li></ul></ul><h3>Knowledge and Skills</h3><ul><ul><li>Intermediate understanding of the IT industry and various technologies</li><li>Intermediate knowledge of the Rackspace product portfolio, servers, and computer hardware</li><li>Intermediate understanding of Cloud technologies and working practices</li><li>Administrative Skills</li><li>AR/Billing Software Tools</li><li>Budget Management</li><li>Client/Customer Service</li><li>Coaching/Counseling</li><li>Cost-benefit Analysis</li><li>Customer Relationship Management</li><li>Data Analysis</li><li>ERP Software Skills</li><li>Formal Writing Skills</li><li>MS Excel Skills</li><li>Negotiation Skills</li><li>Presentation Building</li><li>Process Improvement</li><li>Public Speaking</li><li>Query Resolution Skills</li><li>Revenue Risk Assessment/Identification</li><li>Stakeholder Management (external/internal)</li><li>Technical Troubleshooting</li></ul></ul><h3>Qualifications</h3><ul><ul><li>High School Diploma or regional equivalent required</li><li>Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement</li><li>ITIL Certification preferred</li><li>8 - 10 years of relevant work experience required</li><li>A minimum of 2 years of experience in direct people management required</li></ul></ul>#LI-AW2

Senior Manager, Customer Success

Rackspace Technology is seeking an experienced Program Lead to join the Public Cloud Strategic Operations Team, focused on driving the execution of our AWS collaboration program.The Program Lead will oversee the execution of this multi-faceted program across all disciplines, including sales, marketing, delivery, product, alliances, finance, human resources, and legal. This individual will organize a cross-functional, matrixed team, manage deliverables, communicate status, escalate issues, and regularly meet with the Rackspace ELT.This role requires someone who can develop and implement new processes and workflows to meet program attainment metrics. Additionally, the Program Lead will refine existing processes as needed to ensure successful execution. They will direct and facilitate work across all teams, providing coaching and mentorship where necessary.The ideal candidate will have experience and expertise with AWS funding mechanics, AWS processes, and AWS field engagement. We’re looking for a team player who is a self-starter, a strategic thinker, and adaptable in proactively addressing challenges and driving solutions.Work location: Remote in the United States of America<h3>Critical Competencies </h3><ul><ul><li>Excellence: The ability to exceed expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results. </li><li>AWS focus: The understanding and knowledge of AWS requirements, measurements, and success through collaborative and proactive problem-solving. </li><li> Agility: The ability to quickly adapt and respond to dynamic needs and expectations through innovative solutions; whether with Rackspace field teams or AWS. </li><li>Compassion: The ability to cultivate a positive and supportive environment across teams to effectively work together toward common goals; fostering trust within Rackspace and with AWS stakeholders. </li></ul></ul><h3>Key Responsibilities</h3><ul><ul><li>Planning and execution of not only the program but multiple projects across the program. Some with highly complex requirements. </li><li>Planning and execution of the dedicated program including the program plan, timelines, milestones, financial management, performance metrics, and/or resource needs for a complex program. </li><li>Have a full understanding of all program/project requirements; both business and technical. </li><li>Collaboration with internal and external stakeholders, as well as coordinating across functions.</li><li>Communicates the program status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes.</li><li>Tracks the success criteria, performance metrics, and Key Performance Indicators for the program.</li></ul></ul><h3>Knowledge &amp; Skills</h3><ul><ul><li>Expert-level knowledge of project and program management. </li><li>Expert-level knowledge of AWS processes and programs. </li><li>Excellent time management, communication, decision-making, presentation, human relations, and organizational skills.</li><li>Financial skills to develop, track, and report on the program budget. </li><li>Expert understanding of risk analysis, project reporting, and tracking. </li><li>Ability to manage matrixed program teams in diverse environments. </li><li>Proficient with MS Office tools, including Word, Excel, and PowerPoint. </li><li>Excellent attention to detail and complex problem-solving. </li><li>Ability to work autonomously with limited coaching. </li><li>Creative thinking and the ability to ‘think outside the box’ are essential. </li><li>Ability to communicate complex info and ideas in a simplified manner. </li><li>Ability to apply varying leadership skills and traits that create solutions and results in unexpected situations. </li></ul></ul><h3>Qualifications &amp; Experience</h3><ul><ul><li> High School Diploma or regional equivalent required. </li><li>Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute the degree requirement.</li><li>A minimum of 10 - 12 years of experience in the field of the role is required. </li></ul></ul><h3>Physical Demands </h3><ul><ul><li>General office environment. May require long periods sitting and viewing a computer monitor. </li><li>Moderate levels of stress may occur at times. </li><li>No special physical demands are required. </li></ul></ul>The following information is required by pay transparency legislation in the following states: CA, CO, HI, NY, and WA. This information applies only to individuals working in these states.The anticipated starting pay range for Colorado is: $116,100 - $170,280The anticipated starting pay range for the states of Hawaii and New York (not including NYC) is: $123,600 - $181,280The anticipated starting pay range for California, New York City, and Washington is: $135,300 - $198,440Unless 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. These 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. Information on benefits offered is <a href="https://rackspace.jobs/benefits/" rel="noopener noreferrer nofollow ugc" target="_blank">here</a>.Work location: Remote in the United States of America#LI-AW1, #LI-Remote"Remote postings are limited to candidates residing within the country specified in the posting location"<b>About Rackspace Technology</b>We 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.  <b>More on Rackspace Technology</b>Though 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.

Program Lead - AWS Strategic Collaboration

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