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Rackspace Technology
Rackspace Technology
5.001 – 10.000 Angajați
ConsultanțăInteligență artificialăLogistică
Rackspace Technology este un furnizor global de servicii cloud gestionate, care ajută companiile să proiecteze, să construiască, să migreze și să opereze medii multicloud, cloud hibride și cloud private. Activitatea sa acoperă infrastructura cloud, modernizarea aplicațiilor, platformele de date, inteligența artificială și învățarea automată, securitatea cibernetică, găzduirea gestionată, colocarea și integrările cu principalii furnizori hyperscale. Rackspace combină serviciile de consultanță, serviciile profesionale și serviciile gestionate pentru organizații reglementate și pentru operațiuni critice, punând accent pe securitate, conformitate, optimizarea costurilor și funcționarea fiabilă. Echipele sale lucrează în domenii precum consultanță, logistică și inteligență artificială, oferind o gamă de roluri tehnologice asociate unor programe cloud complexe pentru întreprinderi.
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Cloud Infrastructure Support Manager

Lead round-the-clock public cloud support operations at Rackspace Technology, overseeing technical teams, escalations, service delivery, automation, and performance.

INIndiaHibridNormă întreagăSeniorLiderLimbă Obligatorie: englezăLimbă Obligatorie: spaniolăInginer cloud
AWSAzureCloudGoogle Cloud Platform

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • Equal employment opportunity.
  • Accommodation for disabilities or special needs.

Locuri de muncă similare

Corporate One Federal Credit Union

Business Development Executive, Credit Union Banking

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51 – 200 Angajați
ConsultanțăLogisticăServicii bancare
USStatele Unite ale AmericiiOHOhio
120.000 $ – 160.000 $ / an
La sediuNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăReprezentant dezvoltare afaceri

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Deschide