Service Operations Manager - IN

India - Remote

Rackspace logo
Rackspace
As a cloud computing services pioneer, we deliver proven multicloud solutions across your apps, data, and security. Maximize the benefits of modern cloud.
Apply now Apply later

Job Role : Service Operations Manager - INTerm : Full timeExperience : 6+ years Service Operations Manager (SOM) Rackers will be required to deliver the full combination of three (3) key IT Service Management (Incident, Problem and/or Change Management) responsibilities detailed below. INCIDENT MANAGEMENT: The Service Operations Manager (IM) 3 role would be responsible for the following:  Manages the drive to resolution of, and communications of, single customer and multi customer incidents that cause considerable impact or have the potential to impact our customers, business-critical operations, internal systems, or internal infrastructureProvides leadership to team members, and various technical teams, guiding them in their efforts during the Incident Management lifecycle.Drafting Pre-RCA Customer Incident Reports for managed incidentsProviding Final Approval for Pre-RCA Customer Incident Reports for managed incidents prior customer disseminationContributes towards the management of Incident Management lifecycle governance and driving process maturity through continuous service improvementResponsible for providing senior ITSM oversight, leveraging ITIL aligned best practices, and driving the resolution of critical and long running issues, including through the Problem Management lifecycle PROBLEM MANAGEMENT: The Service Operations Manager (PM) 3 role would be responsible for the following:  Picks up feeds from numerous sources, such as the Incident Management team and Service Desk with the aim of putting in place continual improvements to stop incidents such as regular service outages recurringReview emerging and recurring problems and perform root cause analysis to minimise the adverse impact of incidents caused by errors within the IT infrastructureWork closely with major incident managersFacilitate and Scribe Root Cause Analysis reviewsCoordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information togetherDelegate subtasks to other team members as they see fitManage the lifecycle of all ProblemsMaintains information about Known Errors and Workarounds.Maintains information about Known Errors and Workarounds.Manage all elements of Customer Risk Management Governance and ReportingManage all elements of Customer Delivery Excellence Facilitation and assign workloads to the most appropriate Rackers to drive service improvement and stabilityFacilitate Customer Hypercare sessions and assign workloads to the most appropriate Rackers to drive service improvement and stabilityContributes towards the management of the Problem Management lifecycle governance and driving process maturity through continuous service improvementResponsible for providing senior ITSM oversight, leveraging ITIL aligned best practices, and driving the resolution of emerging and recurring problems through the Problem Management lifecycle CHANGE MANAGEMENT: The Service Operations Manager (CM) 3 role would be responsible for the following:  Managing the preparation for, and chairing of, scheduled and/or emergency Change Advisory Board (CAB) meetingsOwn and manage the Rackspace Technology infrastructure and customer change management processesManage all elements of change management governance, with the aim of driving process adherenceContribute toward driving improvement of Rackspace Technology change management services and associated processes to contribute towards driving stability of Rackspace Technology and our customer environmentsManage any/all in-scope (internal or customer) escalations relating to change management processesCollaborate with stakeholders to ensure ample time to prepare for new product roll outs, training and upgrades.Lead the development and communication of infrastructure wide changes and liaise with business leaders and support teams.Suggest improvements to existing processes and solutions to improve the efficiency of the teamNetwork with internal and external contacts; recognising the importance of relationships outside of specialty fieldContribute towards and lead team project deliverablesResponsible for providing senior ITSM oversight, leveraging ITIL aligned best practices, and driving the reduction of change related impacts, including through the Problem Management lifecycle
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.
Job region(s): Asia/Pacific
Job stats:  1  0  0
  • Share this job via
  • or

Explore more Remote Work and WFH career opportunities