• Systems Operations Manager

    Location(s) US-Remote
    Req #
    39573
    Category
    Leadership, System Administration / Engineering
  • About Rackspace

    Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!

     

    More on Rackspace

     

    Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.

    Overview & Responsibilities

    We are seeking a Manager of Enterprise Systems Operations to provide leadership and direction for a technical engineering team supporting clients/customers for Unix systems, virtualization, fabric and storage environment.

    The team is responsible to Rackspaces's customers for Unix servers, at the OS level and below. This includes OS support, server build (physical and virtual), and architecture, build, support and maintenance of hypervisors, fabric network and storage (SANs and NAS) components. The Manager participates in all facets of service delivery including participating in the resolution of customer problems and concerns. Analyzes technical opportunities, operational processes, escalation procedures and performs training needs assessments. Develops technical processes and procedures. Liaises between customers, account teams, and other support teams. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Manages incidents and escalations ensuring proper visibility and communication is relayed to senior leaders, account teams and customers. Manages or participates in projects as an owner or member of a team. Seeks out efficiency, creates or identifies best practices, collaborates with other technical managers and shares methods of operation with the highest success.

    Responsibilities:

    • Reports to Senior Manager of RAS Infrastructure.
    • Leads level IV technical engineers who work remotely.
    • Focused on improving overall quality, consistency, ownership, professionalism, familiarity with customers/environments, responsiveness to customer requests, tools used and resources.
    • Manages and leads personnel on the team in all aspects from onboarding, training, motivating, personnel actions appraising, rewarding, disciplining and recommending termination as required.
    • Promotes and maintains a high quality, professional, service-oriented company image among users.
    • Ensures resolution of escalated customer problems.
    • Interacts internally and externally with senior managers and directors, requiring negotiation of extremely critical matters.

    Qualifications

    The ideal candidate will have the following:

    • Invaluable knowledge in all facets of the delivery of shared infrastructure.
    • Excellent technical and problem-solving skills for systems, servers, virtualization, storage.
    • Excellent project management skills with ability to collaborate, keep on track and complete assign tasks and projects.
    • Excellent time management, communications, decision-making, presentation, human relations, and organization skills.
    • Ability to make appropriate decisions considering the relative costs and benefits of potential actions.
    • Ability to apply varying leadership skills and traits that create solutions and results to unexpected situations.
    • Ability to coach and motivate less experienced team members to achieve their goals.
    • Ability to establish a long-term vision and execute it.

    Qualifications

     

    Job Requirements

    • A strong technical background with demonstrated infrastructure-specific technical skills.
    • Ability to successfully work and promote inclusiveness on the team.
    • Preferred experience with service delivery on Oracle VM, VMware and/or storage technologies
    • Bachelor's degree in business or computer science; may have post-graduate education or training.
    • At least 4 years of Operational Management experience within a mission critical environment.
    • Drive to succeed and a passion to lead others is required.
    • Program or Project management skills - working in complex organizational environments.
    • PHYSICAL DEMANDS: General office/work from home environment. High level of stress may occur at times. No special physical demands required. Heavy telephone usage and many meetings.