Service Operations Manager (Incident Management)

Shift: UK Monday-Friday 8:30am-5:30pm; rotating weekend coverage (with days off in lieu)

Experience: 2+ yrs in either Incident Management or a technology background 

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.

We have an opportunity for an Incident Manager on our Global Service Operations team. In this role, you will be helping to facilitate communications and troubleshooting during an incident as well as contributing to iterative improvements to our Incident Management process based on the changing needs of the business.

You will be responsible for communications at both a technical and executive level and be partnering with our engineering and customer experience teams as well as vendors to deliver the best possible experience for our customers and teams during unplanned outages. 

Responsibilities:

• Serves as the single point of contact for global teams on complex escalated issues. 
• Facilitates communication and escalation across Rackspace teams and possibly theentire organization driving incidents to complete resolution. 
• Ensures appropriate leadership communication during critical issues.
• Documents incidents so that root cause analysis and impact analysis can be more easily performed following resolution. 
• Tracks and analyzes trends of escalated issues highlighting and accounting for areas of risk. 
• Onboards new engineering teams and products to the Incident Management process as the company continues to grow.
• Advises on iterative improvements to the Incident Management process over time.

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