Service Operations Mgr - Incident Response
United States - Remote
Applications have closed
Rackspace
As a cloud computing services pioneer, we deliver proven multicloud solutions across your apps, data, and security. Maximize the benefits of modern cloud.
Overview:
INCIDENT MANAGEMENT: The Service Operations Manager (IM) 2 role would be responsible for the following: Manages the drive to the 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 incidents
Providing Final Approval for Pre-RCA Customer Incident Reports for managed incidents prior to customer dissemination
Contributes towards the management of Incident Management lifecycle governance and driving process maturity through continuous service improvement This position is ineligible for visa sponsorship
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.
INCIDENT MANAGEMENT: The Service Operations Manager (IM) 2 role would be responsible for the following: Manages the drive to the 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 incidents
Providing Final Approval for Pre-RCA Customer Incident Reports for managed incidents prior to customer dissemination
Contributes towards the management of Incident Management lifecycle governance and driving process maturity through continuous service improvement This position is ineligible for visa sponsorship
Nice to Have:
- 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 recurring
- Review emerging and recurring problems and perform root cause analysis to minimize the adverse impact of incidents caused by errors within the IT infrastructure
- Work closely with major incident managers
- Facilitate and Scribe Root Cause Analysis reviews
- Coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together
- Delegate subtasks to other team members as they see fit
- Manage the lifecycle of all Problems
- Maintains information about Known Errors and Workarounds.
- Manage all elements of Customer Risk Management Governance and Reporting
- Manage all elements of Customer Delivery Excellence Facilitation and assign workloads to the most appropriate Rackers to drive service improvement and stability
- Facilitate Customer Hyper care sessions and assign workloads to the most appropriate Rackers to drive service improvement and stability
- Manage all elements of Customer SIP Governance and Reporting
- Contributes towards the management of the Problem Management lifecycle governance and driving process maturity through continuous service improvement
Nice to Have:
- Bachelor of Business Arts, or related field
- HS Diploma
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.
Tags: Governance Incident response IT infrastructure Risk management
Regions:
Remote/Anywhere
North America
Country:
United States
Job stats:
6
0
0
Category:
Incident Response Jobs
More jobs like this
Explore more InfoSec / Cybersecurity career opportunities
Find even more open roles in Ethical Hacking, Pen Testing, Security Engineering, Threat Research, Vulnerability Management, Cryptography, Digital Forensics and Cyber Security in general - ordered by popularity of job title or skills, toolset and products used - below.
- Open Ethical hacker / Pentester H/F jobs
- Open Information Security Specialist jobs
- Open Senior Cyber Security Engineer jobs
- Open Principal Security Engineer jobs
- Open Product Security Engineer jobs
- Open Cyber Security Architect jobs
- Open Manager Pentest H/F jobs
- Open Cyber Security Specialist jobs
- Open Staff Security Engineer jobs
- Open Information Systems Security Officer (ISSO) jobs
- Open Senior Information Security Analyst jobs
- Open Cybersecurity Analyst jobs
- Open Consultant infrastructure sécurité H/F jobs
- Open Chief Information Security Officer jobs
- Open IT Security Analyst jobs
- Open Cybersecurity Consultant jobs
- Open Consultant SOC / CERT H/F jobs
- Open Security Specialist jobs
- Open Senior Information Security Engineer jobs
- Open Senior Penetration Tester jobs
- Open Cybersecurity Specialist jobs
- Open Security Researcher jobs
- Open Senior Security Architect jobs
- Open Sr. Security Engineer jobs
- Open Security Operations Analyst jobs
- Open CISM-related jobs
- Open ISO 27001-related jobs
- Open Windows-related jobs
- Open Network security-related jobs
- Open Application security-related jobs
- Open Pentesting-related jobs
- Open Agile-related jobs
- Open Vulnerability management-related jobs
- Open GCP-related jobs
- Open SaaS-related jobs
- Open Analytics-related jobs
- Open CISA-related jobs
- Open IAM-related jobs
- Open Threat intelligence-related jobs
- Open APIs-related jobs
- Open Java-related jobs
- Open Security assessment-related jobs
- Open Security Clearance-related jobs
- Open DevOps-related jobs
- Open Malware-related jobs
- Open IDS-related jobs
- Open EDR-related jobs
- Open CEH-related jobs
- Open Kubernetes-related jobs
- Open Forensics-related jobs