Service Delivery Associate - IN

System Administration Gurgaon, India


Rackspace Job Description

JOB TITLE: Service Delivery Associate

Service Delivery Associates provide administrative support to the Service Delivery group ensuring fast and efficient response and resolution of common customer requests. Working alongside teams of Service Delivery Managers the Service Delivery Associates triage inbound customer requests to the most appropriate team, respond directly to customer needs in set instances and action frequent clerical tasks on behalf of the Service Delivery group.
Service Delivery Associates ensure fast response to inbound customer requests, drive administrative efficiency in frequently performed tasks and processes, delivering a fanatical support experience.


Key Accountabilities-
• Perform ticket queue management and routing for Service Delivery
• Provide non-technical guidance to our customers via tickets
• Monitor inbound customer ticket requests and route appropriately
• Respond directly to customer information requests for specific task responsibilities such as updating Customer Contact information, routine Penetration testing, SSL Certificates
• Monitor and actively progress /chase open tickets within agreed time scales to ensure customer/internal response times are achieved
• Complete data entry requirements for the wider service delivery group
• Process document updates in forms through to submission on Rackspace Portals
• Take ownership and work quick-fix tickets
• Escalates support requests (phone/ticket) according to escalation procedures
• Liaise with Service Delivery Managers via email and ticket if a customer update or escalation is required • Prepare renewal documentations on behalf of Service Delivery Managers for customers

Key Performance Indicators-

• Number of tickets worked
• Number of ticket updates provided (public facing and internal)
• Number of tickets successfully closed
• Number of tickets created and routed
• Customer satisfaction. Based on NPS Ticket score
• Ticket Response time
• Ticket Resolution time
• Performance accuracy measures


• Strong organisational skills
• Creative approach to problem solving
• Ability to prioritise and manage multiple work streams
• Accurate adherence to process guidelines
• Astute and accurate data entry
• Strong written and verbal communication skills
• Basic excel skills required
• Proven experience of managing, troubleshooting and monitoring 24/7 Production database.
• Ownership of issues, including collaboration with other teams and escalation.
• Basic Knowledge of Cloud technologies.
• 3/6 years experience


About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.