Incident, Problem, and Change Manager

Customer Relationship & Support San Antonio, Texas



PRIMARY RESPONSIBILITY:  Supports Major Incident, Change and Problem Management for individual customers.  Manages and coordinates Major Incident, Problem and Technical Change across the organization.  Drives service restoration by providing a link between the Customer, Support and Operations.  Assumes end to end ownership of Problems from identification through to resolution ensuring the process and its execution remains in line with the Rackspace Service Management methodology and industry best practice frameworks.  Acts as the central point of contact for all Technical Change concerning US Rackspace infrastructure.  Owns and manages the dedicated Change Management process for a single large customer.




  • KNOWLEDGE/SKILLS/ABILITY:  Strong knowledge of Major Incident, Problem Management and Change Management best practices.  Ability to carry out Incident Post Mortems and/or Root Case Analysis.  Ability to meet challenging targets within tight deadlines.  Strong negotiation skills with suppliers and customers.  Detail-oriented with the ability to follow processes and procedures.  Ability to adapt to changes in processes and products.  Strong organizational, time management and prioritization skills.  Excellent communication skills required at all levels (including C-level) for both written and verbal with great attention to detail.  Ability to learn and retain technical knowledge.  Ability to identify opportunities for improvement within the business processes.  Effective trouble shooting and analytical skills and ability to manage complex and technical projects.  Good level of understanding of ITIL preferred.
  • JOB COMPLEXITY:  Acts as the final escalation point for customer.  Reviews service failures to highlight and drive process improvement opportunities.  Coaches teams on how to apply industry best practices during Major Incidents.  Builds strong relationships with customers over short periods.  Manages the relationships with vendors and partners that may need to be engaged during major incidents.  Provides reporting and analysis related to problem management.  Acts as an advisor to the business for upgrade and maintenance projects.  Leads regular Change Advisory Board and Emergency Change Advisory board meetings, as required.  Conducts post review/RCA for any failed or limited success changes, and works with appropriate teams to ensure issues/actions are addressed.  Creates and maintains a Standard Change Catalogue, incorporating standard changes from all functional support teams.  Ensures synchronization with RTCM Change Management.  Provides reporting and analysis related to change management.
  • SUPERVISION:  Receives minimal guidance on projects or assignments. May provide guidance and training to team members.
  • EXPERIENCE/EDUCATION: High school diploma or equivalent required. Bachelor’s degree preferred. At least 8 years of incident management experience required, including exposure to change/problem management. ITIL / Foundation certification preferred.
  • PHYSICAL DEMANDS: General office environment. Moderate levels of stress may occur at times.  May require long periods sitting and viewing a computer monitor.  No special physical demands required. Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations.  Occasional travel, less than 10%.
  • POLICY COMPLIANCE: Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.