Rackspace Director - Enterprise Application Support in San Antonio, Texas

Job Overview

Overview & Responsibilities

As a Director of Application Support, you thrive on the most intense aspects of solving problems in unique ways and drive transformation within the Application Support Organization. We need you because your talent, hard work and dedication will enable us to reach the next level in our mission. You’ll be empowered to work through challenges by applying your own creative problem-solving techniques to lead teams of application support members toward key business objectives, and achieving system stability & uptime. You are motivated to lead the team to implement solutions that are stable, scalable and easily maintained. You bring order to a complex work environment and strategically drive multiyear roadmaps.


  • Directs and defines the functions and goals for the Enterprise Application Support team.

  • Responsible for leading operations support activities provided to software engineering teams during the development cycle, and ensuring production applications perform at a level consistent with Rackspace’s demanding, global, 24x7 operational needs.

  • Collaborates with application support leaders to ensure appropriate support levels are in place for new product development.

  • Oversees the performance of production environments and is responsible for ensuring maximum issue resolution in minimum time

  • Plans, prepares, and manages budget and assists in budgetary planning and cost based analysis for outsourcing opportunities

  • Leads the development and implementation of standard operating procedures and policies with an emphasis on maintaining and ensuring operational continuity and security of information assets.

  • Develop and maintain platforms and tooling to provide event logging, application monitoring, metrics monitoring, CI / CD, and other backend services.

  • Work across the technology teams to influence software development to meet operational needs and influence product to improve the manageability, quality, and the supportability of our production services.

  • Ensures ITIL best practices and adherence to OLAs and SLAs to drive operational excellence within the technology infrastructure environment.

  • Establish a culture of high performance, transparency and continuous improvement as it relates to the production support of our services and streamlining of the development pipeline.

  • Ensure standardized, mature change management and release management processes and automate deployment and maintenance procedures

  • Ensures compliance across platforms.


  • Bachelor's degree in business or computer science and at least 10 years’ experience application support management required.

  • A minimum of 5 years in a leadership role with relevant experience of increased responsibility.

  • Excellent time management, communication, decision-making, presentation and organizational skills.

  • Ability to communicate technical info and ideas so others will understand.

  • 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 establish a long term vision and execute it.

  • Proven ability to think globally and address issues locally while motivating a team to act with speed, commitment, and consistency.

  • Ability to determine global strategy, lead projects and guide direct reports in the following applications: Oracle EBS, Fusion Middleware, Salt, RHEL, NoSQL, MySQL, Git, Jenkins, Glassfish, and other business support applications.

  • Ability to develop key relationships with other functional leaders in order to accomplish department goals effectively.

  • Thorough understanding of deployment delivery methodologies including Agile, Waterfall, etc.



Req # 34501

Location(s) US-TX-San Antonio

Category Leadership

Category Software Development