2nd SHIFT - PRIMARY RESPONSIBILITY: The Cloud Operations Manager is responsible for building and supporting a team of highly motivated individuals in their pursuit of excellence. Exceptional management and people skills; the ability to engage and motivate staff. Manages personnel activities of staff (i.e., hires, mentors, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary). Provides direct team leadership and coaching to a team charged with managing business operations. Expected to act tactically and think strategically. Expected to lead by example and have a deep commitment to both exemplary customer service and Racker support. Works cross functionally with other business leaders, and works on business issues that affect and improve Rackspace as a company, in addition to their team’s goals.
- KNOWLEDGE/SKILLS/ABILITY: High knowledge of company's objectives and strategies. Excellent organizational, operational leadership, decision making and communications skills. Uses skills as a seasoned experienced IT operations professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative and practical ways. Excellent knowledge of servers/computer hardware and software desired, with knowledge of Cloud concepts and technologies. Uses professional concepts; applies company policies and procedures to resolve a variety of most complex issues. Good to excellent attention to detail. Excellent creative problem-solving abilities, coupled with a desire to take on responsibility.
- JOB COMPLEXITY: Responsible for 24/7 administration functions of a product operations team (on-call 24/7). Solicits feedback from shift leaders and other relevant personnel to create annual performance reviews for their team members. Reviews, challenges and approves team schedules to ensure 24/7 coverage is maintained. Ensures standard processes and tools are used across all shifts to enable seamless shift handoffs. Forecasts ongoing administration staff requirements by coordinating with other personnel. Ensures appropriate work/life balance is obtained and maintained. Attends team leader meetings as required. Analyzes test results and performs final sign-off on product releases to ensure a stable production environment. Responsible for the development of long term strategic administration plans in functional area. Collaborates with other teams to evaluate projects for operational readiness. Participates as a member of, or leader of, various committees. Conducts team meetings as scheduled. Defines and distributes team production goals. Ensures team operates within a defined set of standard operating procedures (SOPs). Reviews team documentation to identify trends, risks, and actions requiring intervention or escalation. Reviews quality control test results from team members to ensure new product releases are meeting production entry criteria. Supports and enforces the use of the Rackspace Project Management Methodology. Participates in post implementation project evaluations. Ensures timely resolution of production problems. Ensures effective communication between direct reports and other functional units. Inspires team members to continuously drive process/product improvements. Ensures technical coverage is provided over ticket queues and monitoring tools. Collaborates with other members of leadership to create staff development plans. Works with internal departments and external vendors to ensure infrastructure is adequately maintained. Provides management with project/task status updates. Provides input in establishing the annual budget and manages adherence. Works on problems of diverse scope where data requires complex analysis. Demonstrates sound judgment in selecting methods and techniques for obtaining solutions. Experience in handling multiple tasks, and able to prioritize tasks of varying complexity levels to maintain required productivity and service levels. Serves as a primary liaison among various business groups within Rackspace, representing both the Cloud, as well as broader Rackspace goals. Selects, develops, and evaluates personnel to ensure the efficient operation of the functions of the team. Provides instructions and supervision to team. Coaches and develops team.