Major Incident Manager

Customer Relationship & Support Hayes, Greater London


The Service Operation Manager will be required to support Rackspace International Major Incident, Change and Problem Management.  Providing industry leading Fanatical Support™ to Rackspace’s largest customers. Rackspace is looking for highly motivated self-starters that can manage and coordinate Major Incident, Problem and Technical Change across Organization and Company.  This is a highly visible position that requires frequent contact with Senior Leadership and the ability to operate and communicate in a fast-paced environment


Will support Rackspace’s largest Customers and work with Customer Account Teams to drive service restoration by providing a link between the Customer, Support and Operations.  Must establish relationships quickly and drive escalations during high pressure scenarios. There will be an element of process creation within the role and making recommendations to the improvement of the Major Incident Management process.


Key Accountabilities

  • Adaptability, flexibility and the ability to deal with ambiguity associated with working in a fast paced environment
  • Ability to manage, prioritize and successfully execute multiple tasks and activities
  • Ability to balance competing demands for resources and adapt to changing priorities
  • Demonstrate cross-group collaboration, negotiation, and organization skills
  • Ability to get great results under tight deadlines
  • Influencing others without having direct authority
  • Demonstrate strong commitment and drive for results
  • The ability to work independently and under pressure
  • Acting as the final escalation point for customer
  • Reviewing service failures to highlight and drive process improvement opportunities
  • Coaching teams on how to apply industry best practices during Major Incidents
  • Collaboration across organizational units and regions
  • Building strong relationships with customers over short periods
  • Management of other vendors and partners that may need to be engaged
  • To present Rackspace in a professional and Fanatical way during Crisis events
  • Will be required to be on-call for out of hours support on a regular basis.
The other two main requirements are Change and Problem Management. 

Key Requirements
  • Good level of understanding of ITIL / Foundation certified (preferable)
  • Previous Major Incident, Problem Management and Change Management experience
  • Significant operational management experience within a mission critical environment
  • Experience of carrying out Incident Post Mortems and/or Root Case Analysis
  • Strong negotiation skills with suppliers and customers
  • Detail-oriented with the ability to follow processes and procedures
  • Experience of creating, improving and delivering process
  • Ability to adapt to changes in processes and products
  • Desire to uphold and deliver exceptional customer service
  • Excellent communication skills required at all levels (including C-level) for both written and verbal with great attention to detail
  • Demonstrates tenacity, working to resolve problems and own issues until full resolution
  • Identify opportunities for improvement within the business processes
  • Appetite to challenge status quo and existing boundaries to drive change within the business.
  • Compelling business case formation and follow through with strong influencing, negotiation skills and the ability to inspire and motivate others.
  • Effective trouble shooting and analytical skills and ability to manage complex and technical projects.
  • Experience of data analysis and trending with ability to identify improvements and actions
  • A great positive attitude with everyone
  • Excellent team player
  • Enthusiastic and motivated