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Senior Manager, Technical Support 13926

India - GurgaonIndiaAsiaGurugramHaryanaIndiaAsia

Key Responsibilities•Other Incidental tasks related to the job, as necessary.•Leads managers and senior professional staff to deliver customer outcomes and meet business objectives•Accountable for performance and results of multiple related teams across shifts and regions that provide technical support, solutions, architect, deploy applications on customer systems and infrastructure•Leads collaboration across shifts and departments to develop and execute customer service strategies that are tied to the achievement of company objectives•Crises Response: leads a cross-departmental leadership team to assess risk, plan remediation and execute full remediation of customer and Rackspace environments•Coalesce operational information, media reporting and threat reporting to detect critical deficiencies, validate the deficiencies and recommend solutions•Define an operational (functional area) plan and governance needed to implement support and technology standards by product line or platform to support strategy and company objectives•Provides input to business strategy development•Leads transformation programs at the functional to organizational level to ensure consistency, quality, speed of service and architectural integrity•Decisions are guided by resource availability and organizational objectives•Change Management: serves as a change requestor and change sponsor for changes that impact the company globally; understands the change management process; Risk Priority Number (RPN) scoring, and risk mitigation for each change•Problem Management: serves as a scribe or facilitator in Root Cause Analysis (RCA) where systems, tools, process or people did not achieve desired outcomes; understands the role of Sponsor and can act as a sponsor when properly appointAbout 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.

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