Technical Operations Manager

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.

As a Technical Operations Manager you will be assigned a team of Cloud Engineers that you will proactively mentor and develop to provide Rackspace’s Fanatical Experience to their assigned customers using ITIL and Agile ways of working.

Technical Operations Managers are responsible for the day-to-day operations, and KPI achievement of our Public Cloud Managed Services. You will be responsible for the development and training of your team to have sufficient skills and experience, as well as manage holiday and on-call rotas for maintaining incident response out-of-hours. 

You will be able to measure your teams utilisation and operating margin using PSA tooling and proactively plan and align the team to deliver the desired operational efficiency. 

In addition you will be able to report on contractual performance, by creating and delivering monthly service reviews to each of your customers. Where required you will be able to demonstrate experience of formulating and successfully executing a service improvement plan.

It would be advantageous for the candidate to still be “hands on” with Microsoft Azure Cloud. 

German language skills (B2 or higher) are essential.

Contract type: UoP only.

Key Responsibilities

• Build and maintain trusted relationships with your assigned customer contacts.
• Maintain oversight of Incidents, Changes and Service Requests, co-ordinate Rackspace managed services/Customer teams to deliver within service SLAs.
• Perform regular incident reviews, proactively tune alarm thresholds and drive automation initiatives to minimise manual intervention.
• Manage data protection and patching activities, and report on success and failure.
• Implement capacity and performance management strategies, forecast growth and where appropriate scale in advance of requirements to avoid service issues.
• Document, implement and regularly test Data Recovery procedures.
• Review service failures and produce Route Cause analysis (RCA) reports when required.
• Schedule customer maintenance and ensure appropriate quality checks have been completed.
• Work with the customer and assigned delivery engineers to manage DevOps and Cloud engineering services using agile project methodologies.
• Identify deprecated cloud services and plan to decommission or replace services before end of service date.
• Ensure appropriate documentation is in place for specific service requirements.
• Manage Staff Holidays and On-Call Rotas. Ensure sufficient coverage to provide service needs. Make allowances for holidays and sickness and growth in staff planning.
• Calculate, review and report on service SLAs, SLOs and other contractual commitments.
• Manage and maintain and issues and risks log, and regularly review with your leadership.
• Manage assigned contracts to budget, demonstrate accurate forward resource forecasting, identify and delivery year on year margin improvement throughout contract term.

General Responsibilities

• Line Manager for approximately 10 cloud engineers.
• Coach and develop your direct reports and other staff assigned to your customers.
• Seek opportunities to drive change and development of products, the team, and processes.
• Strive towards a world class target of 80% for the Net Promoter Score.
• Contribute to install base growth by identifying new business / upgrade opportunities.
• Responsible for adhering to company security policies and procedure as directed. 

Skills & Experience

• Tenacious problem solver, own issues until resolution, including getting hands-on when required.
• Experience in operating ITIL based IT support services, using Incident, Change, Problem management.
• A minimum of three years’ experience in managing Microsoft Azure.
• Knowledge of Microsoft Azure architecture best practices and well architected framework.
• Microsoft AZ-104 Azure Administrator Associate or equivalent experience.
• Excellent communication skills, both written and verbal with great attention to detail.
• Strong rapport and relationship building skills with both internal departments and external customers.
• Good organizational, time management and prioritization skills.
• Able to take a creative approach to situations and problem solving.
• Intermediate level experience of Project Management (Waterfall or Agile).
• Due to 24x7x365 operation, must be willing to be available for occasional out of hours work.

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