Service Operations Manager - IN Jobs in Across India at Rackspace Technology

Last Updated: Nov 25, 2021 05:10 IST

JOB DETAILS

Company Name
Rackspace Technology
Job title
Service Operations Manager - IN
Role
Retail Branch Operations, VP Operations/ COO
Education
Location
Experience
6-9 Years
Salary
Not Mentioned

Job Profile



Job Role : Service Operations Manager - IN
Term : Full time
Experience : 6+ years
Service Operations Manager (SOM) Rackers will be required to deliver the full combination of three (3) key IT Service Management (Incident, Problem and/or Change Management) responsibilities detailed below.
INCIDENT MANAGEMENT:
The Service Operations Manager (IM) 3 role would be responsible for the following:
Manages the drive to 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
Provides leadership to team members, and 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 customer dissemination
Contributes towards the management of Incident Management lifecycle governance and driving process maturity through continuous service improvement
Responsible for providing senior ITSM oversight, leveraging ITIL aligned best practices, and driving the resolution of critical and long running issues, including through the Problem Management lifecycle
PROBLEM MANAGEMENT:
The Service Operations Manager (PM) 3 role would be responsible for the following:
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 minimise the adverse impact of incidents caused by errors within the IT infrastructure
Work closely with major incident managers
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.
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 Hypercare 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
Responsible for providing senior ITSM oversight, leveraging ITIL aligned best practices, and driving the resolution of emerging and recurring problems through the Problem Management lifecycle
CHANGE MANAGEMENT:
The Service Operations Manager (CM) 3 role would be responsible for the following:
Managing the preparation for, and chairing of, scheduled and/or emergency Change Advisory Board (CAB) meetings
Own and manage the Rackspace Technology infrastructure and customer change management processes
Manage all elements of change management governance, with the aim of driving process adherence
Contribute toward driving improvement of Rackspace Technology change management services and associated processes to contribute towards driving stability of Rackspace Technology and our customer environments
Manage any/all in-scope (internal or customer) escalations relating to change management processes
Collaborate with stakeholders to ensure ample time to prepare for new product roll outs, training and upgrades.
Lead the development and communication of infrastructure wide changes and liaise with business leaders and support teams.
Suggest improvements to existing processes and solutions to improve the efficiency of the team
Network with internal and external contacts recognising the importance of relationships outside of specialty field
Contribute towards and lead team project deliverables
Responsible for providing senior ITSM oversight, leveraging ITIL aligned best practices, and driving the reduction of change related impacts, including through the Problem Management lifecycle

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OTHER DETAILS

Key skills
Service Operations Manager - IN
Industry
IT/ Computers - Software
Summary
Job Role : Service Operations Manager - IN Term : Full time Experience : 6+ years Service Operations Manager (SOM) Rackers will be required to deliver the full combination of three (3) key IT Service Management (Incident, Problem and/or Change Manage
Last Date
2022-01-22

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