Service Operations Manager - Incident Response

  • Rackspace
  • Remote, OR 97458, USA
  • Nov 10, 2022
Full time Operations

Job Description


The Service Operations Incident Manager role would be responsible for the following:  

Managing the drive to the resolution of, and communications of, single customer and multi-customer incidents that cause considerable impact or have the potential to impact our customers, business-critical operations, internal systems, or internal infrastructure

Providing leadership to various technical teams, guiding them in their efforts during the Incident Management lifecycle

Drafting Pre-RCA Customer Incident Reports for managed incidents

Providing Final Approval for Pre-RCA Customer Incident Reports for managed incidents prior to customer dissemination

Contributing to the management of Incident Management lifecycle governance and driving process maturity through continuous service improvement
This position is ineligible for visa sponsorship 


Nice to Haves:

  • Picks up feeds from numerous sources, such as the Incident Management Team and Service Desk with the aim of putting in place continual improvements to stop incidents such as regular service outages recurring
  • Review emerging and recurring problems and perform root cause analysis to minimize the adverse impact of incidents caused by errors within the IT infrastructure
  • Facilitate and Scribe Root Cause Analysis reviews
  • Coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together
  • Delegate subtasks to other team members as they see fit
  • Manage the lifecycle of all Problems
  • Maintains information about Known Errors and Workarounds.
  • Manage all elements of Customer Risk Management Governance and Reporting
  • Manage all elements of Customer Delivery Excellence Facilitation and assign workloads to the most appropriate Rackers to drive service improvement and stability
  • Facilitate Customer Hyper care sessions and assign workloads to the most appropriate Rackers to drive service improvement and stability
  • Contributes towards the management of the Problem Management lifecycle governance and driving process maturity through continuous service improvement


Nice to Have:

  • Bachelor of Business Arts, or related field
  • HS Diploma
The following information is required by the Colorado Equal Pay Transparency Act and applies only to individuals working in the state of Colorado. The anticipated starting pay range of Colorado applicants for this role is $54,300- $70,500. 

Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location. Information on the benefits offered is here.


About Rackspace Technology
We 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 Technology
Though 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.