Rackspace Technical Team Manager (Linux) in Hayes, United Kingdom

Overview & Responsibilities

Rackspace are seeking a leader for our Linux System Administration teams. The successful candidates should have strong operational, leadership and technical skills to lead a team of technical support engineers. Individuals will work with our internal teams to deliver operational excellence to our customers.

To successfully deliver operational excellence within Enterprise by providing;

  • Management and development of a team of Systems Administrators

  • Second level escalation

  • Proactive recommendations of systems architecture review and improvements.

  • Process review and improvements.

  • All products fully supported in line with Rackspace standards

  • Adherence to Industry recognized standards.

Key Accountabilities

Management of all aspects of a team within Enterprise including;

  • Delivery of optimal customer service – Fanatical SupportTM

  • Minimisation of downtime via proactive technical intervention

  • Technical and customer facing development of all members of the team

  • Rapid and effective fault fix processes

  • Continual Process review

  • Management of team bonus and commissions structure

  • Setting team targets and managing/monitoring performance accordingly

  • Maintaining a motivated, engaged team

  • Management of second level escalations providing timely resolutions and implementing action plans as required

  • To present and promote Rackspace to existing customers through meetings and visits

  • To create and maintain a skills matrix of the team and deliver training plans for individuals.

  • Carry out regular performance reviews and objectives setting, including regular 1:1 sessions.

  • Ensuring integration of new team members, including development of Rackspace culture.

  • To create a close working relationship with the Enterprise leadership team in both the UK and US

Qualifications

  • Technical background in appropriate fields and appropriate technical qualifications

  • Operational Team Leadership experience within a mission critical environment desirable.

  • Demonstrable track record of providing exceptional customer service, Customer relationship management skill

  • Exceptional people skills, the ability to engage and motivate staff

  • Drive to succeed, exceptional organizational skills

  • Limited budget management, cost conscious, business acumen

  • Mentoring, coaching and training

  • Exceptional communications skills, written and interpersonal

  • Demonstrable ability to setup, lead and deliver projects

  • ITIL Certification preferred

Req # 39691

Category Leadership, System Administration / Engineering