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Rackspace Technology एक वैश्विक प्रबंधित क्लाउड सेवा प्रदाता है, जो उद्यमों को मल्टीक्लाउड, हाइब्रिड और निजी क्लाउड वातावरणों की रूपरेखा तैयार करने, उन्हें बनाने, स्थानांतरित करने और संचालित करने में सहायता करता है। इसका काम क्लाउड अवसंरचना, एप्लिकेशन आधुनिकीकरण, डेटा प्लेटफ़ॉर्म, कृत्रिम बुद्धिमत्ता और मशीन लर्निंग, साइबर सुरक्षा, प्रबंधित होस्टिंग, कोलोकेशन और प्रमुख हाइपरस्केलर के साथ एकीकरण तक फैला हुआ है। Rackspace विनियमित और मिशन-महत्वपूर्ण संगठनों के लिए परामर्श, पेशेवर और प्रबंधित सेवाओं को एक साथ लाता है, जिसमें सुरक्षा, अनुपालन, लागत अनुकूलन और विश्वसनीय संचालन पर जोर दिया जाता है। इसकी टीमें परामर्श, लॉजिस्टिक्स और कृत्रिम बुद्धिमत्ता से जुड़े क्षेत्रों में काम करती हैं तथा जटिल उद्यम क्लाउड कार्यक्रमों से संबंधित विभिन्न तकनीकी भूमिकाएँ प्रदान करती हैं।
Cloud Infrastructure Support Manager
Lead round-the-clock public cloud support operations at Rackspace Technology, overseeing technical teams, escalations, service delivery, automation, and performance.
विवरण
- Lead Cloud Administrators and Cloud Engineers delivering round-the-clock public cloud support.
- Maintain compliance with SLOs, SLAs, quality standards, and operating procedures.
- Oversee ticket queues, workload allocation, support coverage, backlog health, and customer impact.
- Lead timely responses to customer escalations, major incidents, and business-critical events.
- Coordinate high-severity incident response with Incident Management, platform vendors, and cross-functional teams.
- Hire, onboard, develop, and retain technical staff.
- Hold regular one-to-ones, coaching sessions, goal reviews, and performance discussions.
- Build team members’ technical, operational, and customer-facing skills through mentoring.
- Promote accountability, collaboration, customer focus, and continuous learning.
- Support career development and succession planning.
- Improve customer experience through proactive operations and issue resolution.
- Work with customer-facing stakeholders to serve strategic accounts and resolve service concerns.
- Analyze customer trends, service metrics, and feedback to find opportunities for improvement.
- Prepare managed cloud customers for onboarding and support ongoing service operations.
- Advance automation, operational excellence, and process improvement.
- Address recurring operational challenges to reduce manual effort and improve scalability.
- Encourage the creation of runbooks, knowledge articles, and operational documentation.
- Contribute to initiatives that improve efficiency, customer outcomes, and business growth.
- Join leadership reviews covering KPIs, CSAT, SLA performance, ticket solve layer, capacity planning, onboarding, churn risk, and strategic goals.
- Deliver regular operational updates, including weekly Progress, Plans, and Problems reports.
- Contribute to strategic and workforce planning, organizational initiatives, and cross-functional work.
आवश्यकताएँ
- Bachelor’s degree in information technology, computer science, engineering, or equivalent experience.
- At least 15 years of total work experience.
- At least five years in cloud infrastructure, systems administration, managed services, or technical support.
- At least two years leading technical teams.
- Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform.
- Experience handling customer escalations and managing service delivery operations.
- Strong analytical, communication, coaching, and stakeholder management skills.
- Fluent English communication skills.
- Spanish proficiency is required.
- AWS, Azure, or GCP public cloud certifications are preferred.
- Managed services, SRE, DevOps, or modern operations support experience is preferred.
- Experience leading distributed, geographically diverse teams is preferred.
- A track record of leading automation and operational improvement programs is preferred.
लाभ
- Equal employment opportunity.
- Accommodation for disabilities or special needs.
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