Service Operations Mgr - Incident Response

United States - Remote

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Job Description Summary:Service Operations Manager (SOM) Rackers will be required to deliver a combination of at least two (2) of the key IT Service Management (Incident, Problem and/or Change Management) responsibilities detailed below.
INCIDENT MANAGEMENT: The Service Operations Manager (IM) 2 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 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 improvement     Job Description:Service Operations Manager (SOM) Rackers will be required to deliver a combination of at least two (2) of the key IT Service Management (Incident, Problem and/or Change Management) responsibilities detailed below.
INCIDENT MANAGEMENT:The Service Operations Manager (IM) 2 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 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 improvement
PROBLEM MANAGEMENT:The Service Operations Manager (PM) 2 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 minimize 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.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 stabilityManage all elements of Customer SIP Governance and ReportingContributes towards the management of the Problem Management lifecycle governance and driving process maturity through continuous service improvement   CHANGE MANAGEMENT:The Service Operations Manager (CM) 2 role would be responsible for the following: The Change Manager II role would be the equivalent of the Change Manager position today and would be accountable for all of the Change Manager I responsibilities as well as being responsible for the following:Manage internal and customer CAB meetingsHandle global/high risk changesHandle escalations for tickets approaching SLAHandle complex commercial changes/queries from teamHandle escalations for tickets that are not being reviewed in a timely mannerEscalate tickets that are not receiving responses from the customerHandle queries/concerns raised by the customerTrigger review of failed changesHandle escalations raised by the team or other Rackers/customersEnsure required account team(s) are aware of emergency changes impacting their customersIf multi customer, flag and trigger 'Global Change' processEnsure standard changes that are failed are flagged and removed from the catalogue until further review
Identify areas for improvement within the change management functionProvide training to new starters on the change processAttending customer presentations when onboarding to introduce the change process 
The Service Operations Manager (CM) 2 role would be responsible for the following: The Change Manager II role would be the equivalent of the Change Manager position today and would be accountable for all of the Change Manager I responsibilities as well as being responsible for the following:Manage internal and customer CAB meetingsHandle global/high risk changesHandle escalations for tickets approaching SLAHandle complex commercial changes/queries from teamHandle escalations for tickets that are not being reviewed in a timely mannerEscalate tickets that are not receiving responses from the customerHandle queries/concerns raised by the customerTrigger review of failed changesHandle escalations raised by the team or other Rackers/customersEnsure required account team(s) are aware of emergency changes impacting their customersIf multi customer, flag and trigger 'Global Change' processEnsure standard changes that are failed are flagged and removed from the catalogue until further reviewIdentify areas for improvement within the change management functionProvide training to new starters on the change process>Attending customer presentations when onboarding to introduce the change process 
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): Remote/Anywhere North America
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