Cloud Operational Support Manager

Customer Relationship & Support San Antonio, Texas


Job Description:
Rackspace is seeking a customer obsessed Support leader to join their Cloud Business Unit and take responsibility of our Cloud Engineers. As a specialist area within the business, we are responsible for unleashing our established brand of Fanatical Support for our Cloud Platforms. Designing and enabling new and innovative ways of delivering managed services to our customers. Your job as Cloud Technical Team Manager is to lead the Technical Support team in two different aspects - you'll need to continue to build and scale the support capability at the same time as maintaining the existing customer base. You will be part of a global support team and expected to have the range in skillset to engage with the end-to-end customer journey - from pre-sale all the way through to business as usual support.

The main focus of the role is to take responsibility for the Google Cloud Platform support team for a globally distributed customer. You will report into a regional support operations Leader who is aligned to the global functional leader based in the US. You will provide operational leadership and direction to the GCP support team, while working with global support leaders on setting standards for operational discipline. The team is growing rapidly so operating at scale is a key requirement. You will be expected to evolve the existing operating model to better cater for scale and drive ever increasing value into our customers.


Key Accountabilities:

  • Robust knowledge of the public cloud industry, with a solid understanding of how to evolve and maintain a world class managed services offering.
  • Experience in building teams and scaling them to service thousands of customers.
  • Ability to influence the business both locally and on a global stage.
  • Passionate management and coaching of the frontline staff.
  • Creating a work environment and atmosphere that engages and delights both Rackers and customers.
  • Effective adaptation of working in line with corporate objectives and fast changing customer situations and priorities.
  • Proficient at making business cases for change and / or investment.
  • Taking ownership of customer and Racker escalations to deliver the highest level of service.
  • Enhance the relations of directs and peers by communicating effectively.
  • Delegate and assign the work as per the priority and ensure that each Racker performs his/her duties as per the required standards in terms of quality.
  • All reports consistently achieving performance KPIs or undergoing development plans.
  • Objectives and development plans in place for all reports, for continued improvements and levels of expertise.
  • Successful onboarding and development for new hires.
  • Effective training and enablement plans for department.

Key Specification:
  • Align with the Global Technical Support function.
  • Act as a conduit for the wider GTS Support business.
  • Recruit, manage and develop exceptional talent into the team.
  • Build and maintain a system for creating world class experts on our Cloud platforms.
  • Manage and improve key performance indicators that cater for customer satisfaction, execution quality, responsiveness and rigour.
  • Take ownership of driving complex client escalations through to conclusion with high degree of client satisfaction.


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.