Technical Manager Infrastructure
Job Summary
Job Description
As Technical Manager Infrastructure, you'll be a key member of the Rackspace support infrastructure team, responsible for designing, building, and launching healthcare customers into the cloud. Responsibilities include providing leadership for pre and post-sales services, managing customer retention (CRM), analyzing operational processes, reviewing SLAs, developing and managing service delivery, evaluating personnel, adhering to security policies, understanding and managing client contracts/SOWs, enforcing ITIL processes, analyzing ticket trends, driving ticket reduction, and utilizing new technologies to address problem areas. This role requires client-facing experience and managing contractual commitments, SLAs, KPIs, SLOs, and compliance.
Must have:
- Lead and direct pre/post-sales services
- Manage customer retention (CRM)
- Analyze operational processes and SLAs
- 5+ years infrastructure experience
- Client-facing experience with contracts
- Team leadership experience
2 skills required
Job Details
Job Summary: As our Technical Manager Infrastructure, you’ll be a key element within the Rackspace support infrastructure team. This team is responsible for designing, building, and launching our healthcare customers up into the cloud!
Work Location: 100% Remotely wihting the USA.
Responsibilities:
- Provide leadership and direction for the delivery of pre and post-sales services and support to clients and customers.
- Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
- Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization.
- Review SLA claims.
- Develop and manage service with speed and accuracy and all client/customer service delivery issues are resolved.
- Select, develop, and evaluate personnel to ensure the efficient operation of the function.
- Adhere to company security policies and procedures and any other relevant policies and standards as directed.
- Responsible for- understanding the contracts / SOWs of one or more accounts, compile all the contractual commitments, SLAs, KPIs, SLOs, compliance, ...etc.
- Work with respective teams to implement appropriate tools, framework and governance to track, capture and report the contractual commitments- Own & Enforce ITIL process across one or more accounts.
- Analyze and plot ticket trends across the infrastructure environments- Drive ticket reduction.
- Use new technology and tools to identify problem areas, repetitive ticket sources, work with teams and get those addressed.
Qualifications:
- Bachelor’s degree in computer science or related field OR equivalent combination of technical IT training, college coursework and experience.
- Minimum of five (5) years’ experience w/ infrastructure technologies.
- Experience leading small teams.
- Must have client facing experience specifically dealing with the contracts / SOWs of one or more accounts, compile all the contractual commitments, SLAs, KPIs, SLOs, compliance, ...etc.
Discover your inner Racker: Racker Life
Information on benefits
The following information is required by pay transparency legislation in the following states: CA, HI, NY, and WA. This information applies only to individuals working in these states.
· The anticipated starting pay range for Colorado is $116,100 - $170,280.
· The anticipated starting pay range for Hawaii and New York (not including NYC) is: $123,600 - $181,280.
· The anticipated starting pay range for California, New York City and Washington is: $135,300 - $198,440.
Unless 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. .#LI-MF1 #LI-Remote #LI-JR1
About Rackspace Technology
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.
More on Rackspace Technology
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.
"Remote postings are limited to candidates residing within the country specified in the posting location"
About Rackspace Technology
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.
More on Rackspace Technology
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.
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