Rackspace Team Lead, Windows Infrastructure Engineering and Operations in San Antonio, Texas

Job Overview

Overview & Responsibilities

We are seeking a Team Lead of Windows Engineering and Operations – 1st Shift to provide first line leadership and direction for a technical team supporting internal infrastructure/customers.

Responsibilities:

  • Manages all facets of service delivery including participating in the resolution of customer concerns and defining and developing Key Performance Metrics aligned to the end user experience.

  • Management of the team’s day to day operations to include understanding the priorities of the overall business and our customers and prioritizing efforts of the team to meet deliverables and deadlines.

  • Management of resources in multiple locations globally including offshore team of contractors.

  • Manages career growth and planning with resources to include providing ongoing valuable feedback backed by solid action planning and attainable yet stretch goals.

  • Analyzes operational processes, escalation procedures and performs training needs assessments to identify opportunities for service delivery improvements and value add to the customer/clients.

  • Develops and implements technical processes and procedures and ensures they are documented and kept up to date on internal wiki systems.

  • Liaises between customers, account reps, and other internal TES teams within the organization.

  • Develops and manages service with speed and accuracy to ensure that all client/customer service delivery issues are resolved.

  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

  • Manages incidents and escalations ensuring proper visibility and communication is relayed to senior leaders, internal TES teams and customers.

  • Manages or participates in projects as an owner or member of a team.

  • Seeks out efficiency, creates or identifies best practices, collaborates with other technical managers and shares methods of operation with the highest success.

Qualifications

  • Advanced knowledge of business operational practices

  • Bachelor’s degree or equivalent experience preferred.

  • Minimum of three years experience in related work field with minimum of 1 year leadership experience.

  • Exhibits leadership skills.

  • First shift roles, however due to the 24x7x365 operations of the environments we support, must have the ability to work flexible schedule which may include nights, weekends, holidays, etc.

GD1

#LI-116720_LM2

Req # 34500

Location(s) US - TX - San Antonio

Category Leadership

Category Networking

Category System Administration / Engineering