• Sr. Manager Database

    Location(s) US-TX-San Antonio
    Req #
    38815
    Category
    DBA, Leadership
  • Overview & Responsibilities

    The Sr. Manager, Database is responsible for providing strategic leadership and direction for the DBA teams supporting clients/customers.  

     

    Responsibilities:

    • Manages all facets of service delivery including participating in the resolution of customer concerns and defining and developing Key Performance Metrics aligned to the end user experience.
    • Analyzes operational processes, escalation procedures and performs training needs assessments to identify opportunities for service delivery improvements and value add to the customer/clients. 
    • Selects, develops, and evaluates personnel to ensure the efficient operation of the function. 
    • Develops technical processes and procedures.
    • Liaises between customers, account teams, other support teams, and product management.
    • Develops and manages service with speed and accuracy to ensure that all client/customer service delivery issues are resolved. 
    • Interact with a diverse group of technical, operational, and business teams across Rackspace, as well as Rackspace executive leadership. 
    • Assist frontline managers with personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary). 

     

     

    Qualifications

    • Bachelor's degree in business or computer science required.
    • Ideally a minimum of 10 years in a customer support environment, with a minimum of 3 years of front-line management experience.  
    • Expert knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements.
    • Expert knowledge in developing customer service department procedures.
    • Strong verbal and written communication skills.   
    • Critical reasoning and complex problem-solving skills. 
    • Hands-on support of 24x7, high transaction volume database portfolio.   
    • Demonstrated skill managing a team of DBAs responsible for relational and non-relational databases in a dynamic environment.
    • Understanding of database monitoring and capacity planning.  

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