Manager Cloud Support (RapidScale)

• Run Tier 3 support like a reliability engineering function by driving high severity incident response operational excellence and systemic risk reduction.
• Oversee and own outcomes of customer engagement and issue resolution ensuring incidents are addressed professionally quickly sustainably and with a strong focus on long term prevention.
• Establish Tier 3 engineering standards for diagnostics telemetry root cause isolation and operational readiness across cloud infrastructure and managed services environments.
• Build measurable reliability practices and targeted KPIs identify efficiencies through automation and drive training opportunities that uplift Tier 1 and Tier 2 support organizations.
• Own the Problem Management lifecycle including root cause analysis (RCA) corrective actions recurring issue elimination and continuous service hardening.
• Partner closely with Engineering and Security teams to resolve platform defects improve observability strengthen configurations and enhance operational resiliency at scale.
• Work with executive leadership to develop and execute strategies that improve customer experience operational performance and service delivery quality while maintaining high standards across globally distributed teams.
• Define and monitor key Customer Care and operational quality metrics to identify systemic issues operational gaps and emerging business risks.
• Identify and drive resolution of complex business functional technical and operational issues that may impact customer experience or platform reliability.
• Create and scale a global delivery model aligned to operational security Tier 3 quality expectations and long term business growth.
• Develop and execute onshore nearshore and offshore support strategies to support evolving operational and customer demands.

• Bachelor's degree in a related discipline and 6 years of experience in a related field. The right candidate could also have a different combination such as a master's degree and 4 years of experience a Ph.D. and 1 year of experience or 10 years of relevant experience in lieu of a degree.
• 1+ year of experience in a management or lead role.
• Experience leading and developing large scale technical operations or support organizations
• Proven success building and executing operational strategies that improve reliability scalability and customer experience.
• Experience integrating and managing global staffing models that include nearshore and offshore resources.
• Experience scaling customer operations to support business growth and changing market demands.
• Demonstrated success driving customer satisfaction operational performance and service reliability metrics.
• Strong escalation management and incident response experience with a relentless sense of urgency and accountability.
• Experience leading globally distributed teams in managed services professional services cloud operations or IT operations environments.

• Cloud platforms including Azure AWS and GCP.
• Identity and security technologies including Entra ID (Azure AD) MFA Conditional Access PAM SIEM and SOAR.
• Infrastructure platforms including VMware VDI/DaaS networking storage and backup/disaster recovery solutions.
• Monitoring observability and IT operations tooling including ServiceNow NinjaOne VMware Aria Grafana and related platforms.
• Automation and infrastructure as code experience using PowerShell Python Terraform or similar technologies.
• Familiarity with ITIL frameworks incident management problem management and operational best practices.

What We Do

For well over a century Cox Enterprises has been shaping the future with daring ideas and values-driven thinking. Since our founding in 1898 our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries as well as in new ventures in agriculture cleantech digital media and more. As a privately-held family-owned business we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth amazing benefits and work-life balance at the forefront. Our mission our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.

Why Work With Us

At our core Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance live well and achieve your career goals even as they change over time.

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