Rackspace
Manager, Technical Support
Remote
Full Time
#Product
#OpenStack
#Kubernetes
#CRM
#SLA
#Customer Service
#Change Management
#Management
#Engineering
Rackspace is looking for a Manager, Technical Support
Full TimeSeniorRemoteProductOpenStackKubernetesCRMSLACustomer ServiceChange ManagementManagementEngineeringEnglishRemote work
Manager, Technical Support – OpenStack and Kubernetes
Job Summary
Provides leadership and direction for the delivery of pre and post-sales services and support to clients and customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed
Career Summary
· Manages professional employees and/or team leads
· Has accountability for the performance and results of a team within own area of specialty
· Adapts functional area plans and priorities to address resource and operational challenges
· Decisions and problem solving are guided by processes, procedures and functional area plan; receives guidance from senior management
· Provides technical guidance to employees, colleagues and/or customers
Critical Competencies
Business Insight: Utilizes knowledge of practices and approaches for managing the function as a viable business entity
* Utilizes knowledge of the organization’s business model and operations to drive projects and analyses that support the organization’s mission
* Applies advanced understanding of the policies, practices, trends and information that impact the organization and its customers to anticipate and plan for each step of a complex project
* Demonstrates understanding of the financial impact of decisions/solutions to drive projects and analyses that support the organization’s mission
Systems Thinking: Takes a whole systems approach to analyze business issues and implements holistic solutions, ensuring that linkages between structure, people, process and technology are made
* Facilitates collaboration with different stakeholders with varied perspectives to develop effective solutions to issues
* Strives for optimum organizational efficiency by applying systems thinking across boundaries and making recommendations about policies/ processes
* Takes a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made
Innovation: Solves problems and improves current product stack through innovative thinking and rigorous adherence to development and engineering practices.
* Collaborates with organizational stakeholders to identify and prioritize deliverables, and coordinates the application of resources to achieve organizational goals
* Follows standard development practices (design patterns, testing, code reviews, and structured code delivery), along with strict adherence to change control practices.
* Embraces at-scale engineering practices, utilizing infrastructure-as-code methodologies in all production environment, collaborating with teammates to align with standardized tooling and practices within the organization.
Key Responsibilities:
Person Specification
Knowledge
Strong knowledge of the principles of customer service management and delivery
Expert knowledge in the methods and principles of finding resolution to customer concerns and developing a customer contact strategy
Specialist knowledge in support of Rackspace standards
Good understanding of OpenStack and Kubernetes
Applies understanding of the business and how own area integrates with others to achieve functional area objectives
Expert knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements. Expert knowledge in developing customer service department procedures
Moderate experience in a development or engineering role, or significant experience managing developers and/or devops engineers.
Skills
Ability to communicate effectively across levels verbally, in writing, and in presentations
Exceptional people skills with the ability to engage and motivate subordinates and peers
Strong collaboration skills with leadership peers in the department.
Education
Required bachelor's degree in business or technology related field.
Experience
Required 7 - 9 years of relevant work experience of progressive responsibility involving customer service
Experience indirectly leading teams or guiding less experienced resources
Demonstrated ownership in some leadership tasks or progressive development through leadership training is desired.
Experience as an individual contributor in a development, testing, or engineering role, or management of one or more of those roles.
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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