Manager, Network Security

A Network Security Manager is a key component in the Fanatical Support Service offering.   You’ll be responsible for the line management of a team of highly skilled Networks & Security professionals (Rackers) providing industry leading Fanatical Support for the critical networking and security components of customer’s infrastructure hosted at Rackspace.     In addition to this you’ll be expected to contribute to the departments strategies through relationship building and engagement with product management, colleagues in other support/account management departments and senior business leadership. 

Key Responsibilities:

• Delivery of a world class support experience to customers (internal & external)
• Ensure that team and individual KPI’s are met or exceeded
• Create a work hard / play hard environment that engages and challenges Rackers
• Personal development of Rackers in both technical and non-technical skills
• Recruit new Rackers and offer a world class onboarding experience
• Ensuring that Rackspace best practices are followed to ensure customer uptime
• Lead project and incident work that affects multiple customers
• Contribute to the product development, evaluation and end of life processes
• Build and maintain relationships with global counterparts and key internal stakeholders
• Act as point of escalation for service issues from internal and external customers
• Supporting leadership strategy through; (i) execution of new business policies; and (ii) leading process improvement initiatives; and (iii) suggesting new methods of working that improve customer and Racker experience
• Maintaining high levels of communication throughout Rackspace

Person Specification

• Highly professional and be comfortable communicating at all levels of seniority within an organization
• Passionate for delivering world class levels of customer service
• Team management experience within a fast paced, dynamic environment
• Natural ability to develop relationship and rapport with both internal and external customers
• Experience in leading within a customer orientated environment and experience with escalation / complaint management.
• A Technical support background and an understanding of Network & Security technologies applicable within a hosting environment.
• Networking or Security certification; or previous industry experience in a similar environment and level is highly desirable.
• Able to Influence senior leaders to help shape business strategy and decisions
• Ability to inspire and motivate team members through coaching and mentoring
• Exceptional communications skills, written and interpersonal
• Experience with incident management, technical recovery and root cause analysis with a view of preventing incident recurrence.
• Ability to lead and deliver projects on time
• Vendor relationship management experience is desirable

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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.