Senior Manager , Technical Support - IN
This is a role which requires to be working out of office full time. Mostly at the partner (on-site) location in Gurgaon, India.
The work timings for this role will be Monday – Fri, 2:30 PM to 11:30 PM (IST)
Job Profile Summary
The Senior Manager, Network Security (NetSec) will be tasked at driving the Network Security Technical Support Operations of Rackspace. S/he will work closely with our on-premises partner teams at Gurgaon, India to drive NetSec support operations. This role is an on-site role for Gurgaon, India requiring applicant to be mostly working out of partner’s office in Gurgaon and at times, Rackspace’s Gurgaon office. Candidate needs to be a certified CCNA or CCNA Security (or equivalent knowledge).
This role Provides leadership and direction for the delivery of pre and post-sales services and support to clients and customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization. Reviews SLA claims. Develops and manages service with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Career Level Summary
•Is accountable for the performance and results of multiple related teams, including our NetSec partner teams
•Develops functional area plans, including business, production and/or organizational priorities
· Driving Technical support operations of Network Security through a Vendor/partner managed staffing model.
· Leading large NetSec technical support teams [Voice and ticketing]
· Continuous improvement and innovation.
Is a certified CCNA or CCNA Security (or equivalent knowledge)
Key Responsibilities
Metrics and Fanatical Support:
Oversee NetSec metrics delivery through Partner managed staffing, ensuring alignment with Rackspace's standards.
Ensure world-class Fanatical Support to both internal and external customers.
Minimize downtime within customer solutions related to network security components.
Collaboration and Communication:
Act as a liaison between Rackspace and Partner, fostering effective collaboration.
Regularly communicate with the operations team for seamless integration.
Coordinate closely with Partner staff to align operational goals with Rackspace standards.
Service Improvement and Quality:
Formulate and execute service improvement plans with Partner, ensuring Rackspace's service quality.
Drive initiatives for continuous quality improvement in NetSec operations, aligning with Rackspace standards.
Implement best practices for enhancing overall service quality and adherence to Rackspace's guidelines.
Hiring Process and Employee Performance:
Review and optimize the hiring process for NetSec operations in collaboration with Partner.
Develop and implement performance improvement initiatives for NetSec employees, aligning with Rackspace's standards.
Capacity Planning and Efficiency:
Actively participate in capacity planning for optimal resource utilization
Contribute to the design and effectiveness of NetSec service delivery
Technical Escalation Management:
Triaging high level technical escalations. Front-facing Rackspace with end customers if needed.
Drive Root Cause Analysis (RCA) processes, ensuring thorough investigation and resolution.
Work closely with internal Rackspace teams and partner teams to drive improvements in processes and products.
Strategic Thinking and Decision Making:
Analyze business issues and implement holistic solutions with a whole systems approach, aligning with both Rackspace and Partner objectives.
Guide standardization and differentiation of policies/processes for optimal service delivery
Customer Service Strategies:
Develop and execute customer service strategies aligned with Rackspace's objectives.
Lead cross-departmental teams for crisis response and risk assessment as required
Change Management and Problem Resolution:
Facilitate Root Cause Analysis (RCA) and act as a sponsor when needed, ensuring solutions align with both Rackspace and Partner requirements.
Drive change initiatives to optimize service delivery and architectural integrity.
Skills
· Hands-on experience in IT support environments on Network Security products. Voice + Ticketing support.
· Certified Network Security expert. Exposure to network solutions and associated certifications
· Familiarity with ITIL frameworks.
· Proven ability to implement change improvement in accordance with strategic objectives.
Operational Team Leadership experience within a mission-critical environment is desirable
Education
Required
•Bachelor's Degree in technology related field.
•Is a certified CCNA or CCNA Security (or equivalent knowledge)
Preferred
•Six Sigma Green Belt certified.
Rackspace Emerging Leaders or other leadership development program
Certifications
· Is a certified CCNA or CCNA Security (or equivalent knowledge) - must have
· ITIL Certification preferred
Project Management Certification preferred
Experience
•15+ years of relevant work experience in Technical support operations
•A minimum of 4 years experience of managing large Tech support teams (managing managers)
•Experience applying technical resources in projects, training, policy development or delivery of customers service
Working Hours
• This is a leadership role and will require effective collaboration with leaders of other functions at Rackspace and teams at partner locations. And at times getting on calls with customer’s leadership team located in international regions (e.g USA/UK).
• The work timings for this role will be Monday – Fri, 2:30 PM to 11:30 PM (IST)
This is a role which requires to be working out of office full time. Mostly at the partner (on-site) location in Gurgaon, India.
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.
