Service Operations Manager (Incident Management)

At Rackspace Technology, a Service Operations Manager (Incident Management) is responsible for managing and facilitating communication during incidents. This role involves acting as a point of contact for global teams, ensuring both technical teams and executives are well-informed during escalated issues, and driving incidents toward resolution.

To apply for the Service Operations Manager (Incident Management) position at Rackspace Technology, you should have at least 2 years of experience in Incident Management or a relevant technology background. Strong communication skills and a proactive approach to problem-solving are essential.

Essential skills for a Service Operations Manager at Rackspace Technology include excellent communication (both technical and executive level), problem-solving abilities, analytical skills for trend tracking, and a strong understanding of Incident Management processes. Familiarity with cloud technologies is a plus.

Rackspace Technology supports its Service Operations Managers through continuous learning and the provision of best-in-class tools and automation. We ensure that our managers have the resources they need to facilitate effective communication and incident resolution.

The typical work schedule for a Service Operations Manager (Incident Management) at Rackspace Technology is Monday to Friday, 8:30 AM to 5:30 PM, with rotating weekend coverage. This structure promotes work-life balance while accommodating the needs of the business.

As a Service Operations Manager (Incident Management) at Rackspace Technology, career growth opportunities are abundant. You will gain experience in global incident management and have the potential to advance into more senior operational roles, contributing to continuous improvements in service delivery.

The company culture at Rackspace Technology is known for being supportive and innovative, with a strong emphasis on collaboration and Fanatical Support. Service Operations Managers role is critical in fostering a positive atmosphere that prioritizes customer experience and team efficiency.

In scenarios where multiple incidents arise, it's essential to prioritize based on the impact and urgency of each issue. I utilize a risk assessment framework to categorize incidents, ensuring that those affecting critical services are addressed first while maintaining communication with all stakeholders throughout the process.

Root cause analysis is a vital part of incident management. In my past experiences, I have led several post-incident review sessions. I focus on understanding the incident's underlying causes and work collaboratively with teams to implement corrective actions that prevent recurrence, thereby improving our overall service delivery.

Effective communication during incidents is key. I ensure that I have pre-established channels for updates, both for technical teams and executive stakeholders. I emphasize clarity and concise updates to prevent confusion, while also actively listening to input from various teams to facilitate swift resolutions.

To measure the success of the incident management process, I track key performance indicators such as Mean Time to Resolve (MTTR), customer satisfaction scores, and the frequency of recurring incidents. Regular reviews of these metrics help inform necessary adjustments to continually improve our process.

Common challenges include unexpected incidents and inter-team communication barriers. I overcome these by fostering a strong culture of collaboration and by ensuring that all team members are well trained in the incident management process, empowering them to act promptly and confidently.

Continuous improvement in the incident management process is achieved by collecting feedback from stakeholders, conducting regular reviews of incident reports, and utilizing data analytics to identify trends. These insights inform iterative improvements that enhance both response times and overall service quality.

I once dealt with a critical incident affecting multiple clients simultaneously. I quickly assembled a cross-functional team, kept communication flowing, and utilized our established escalation paths to ensure swift resolution. We resolved the incident and conducted a thorough review afterward, which led to significant process improvements.

I have experience using various incident management tools such as ITIL-based applications, ticketing systems like ServiceNow, and communication platforms such as Slack for real-time updates. Leveraging these tools allows for more efficient tracking and management of incidents, enhancing team collaboration.

During an ongoing incident, I maintain regular communication through established updates via emails or collaborative platforms. I ensure everyone involved is up to date on the current status, next steps, and any resources they may need to effectively contribute to the resolution.

I want to work as a Service Operations Manager at Rackspace Technology because I admire the company's commitment to providing unparalleled customer experiences through their Fanatical Support approach. I am excited about the opportunity to contribute to a team that values innovation and collaboration in the ever-evolving tech landscape.