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.
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
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