Manager, Customer Data Engineer

United States - Remote

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PRIMARY RESPONSIBILITY:  Provides strategic leadership and direction for the Support Engineer (SE) team. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements.  Selects and develops and evaluates personnel to ensure the efficient operation of the function. KNOWLEDGE/SKILLS/ABILITY: Expert knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements. Ability to communicate technical info and ideas so others will understand. Expert knowledge of the ESE role– ESA recommended. Ability to manage a team with a variety of technical skill levels. Ability to provide 1x1 instruction and/or group instruction. Expert technical ability to design, deploy and manage complex multi-datacenter technical deployments for Rackspace’s largest customers. Strong people management skills– the ability to engage and motive team. Strong organizational skills– the ability to manage a team running multiple projects at one time.
JOB COMPLEXITY: Designs customized onboarding plans for each SE based on their technical skill gaps and Rackspace experience. Schedules regular 1x1s with every member of the team to evaluate onboarding progress. Performs day to day administration of assigned project work (a large portion of onboarding experience is working short projects for the business). Provides day to day mentorship of every member of the team. Acts as an Escalation point for technical questions/issues. Manages processes for promoting SEs to ESE positions as they become available. Manages Rackspace University’s ability to support the availability of classes for onboarding Rackers. Partners with Recruiting to manage hiring pipeline for the SE role. Partners with Recruiting to continually refine internal hiring processes and procedures for Support Engineers and ESEs. Partners with Functional Lead to run business initiatives. Partners with Functional Lead for coordinating, scheduling and hosting ASD ESE forums. Long-term goals include onboarding all Support Engineers and ESEs, removing the responsibility from the relational leaders. Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate expectations. Workflow management and prioritization. Responsible for minimizing downtime via proactive technical intervention.  Ensure all business processes are followed. Rapid and effective fault fix activity, proactive recommendations of systems architecture review and improvements. 
SUPERVISION: Provides direct supervision to Support Engineers. Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems. Provides mentoring and training to the SE team.
EXPERIENCE/EDUCATION: High school diploma or equivalent required. At least four years of Operational Management experience within a mission-critical environment committed to providing FANATICAL customer service. A strong background in account management or demonstrative hosting-specific technical skills. Drive to succeed. ITIL Certification preferred.
PHYSICAL DEMANDS: General office environment. High level of stress may occur at times. No special physical demands required. Heavy telephone usage.
About Rackspace TechnologyWe 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 TechnologyThough 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.  Position is available for remote work in the following states unless otherwise specified. Alabama, Arizona, Arkansas, California, Connecticut, Delaware, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.
Job region(s): North America
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