Technical Operations Manager

Key Responsibilities

• Build and maintain trusted relationships with your assigned customer contacts.
• Maintain oversight of Incidents, Changes and Service Requests, co-ordinate Rackspace managed services/Customer teams to deliver within service SLAs.
• Perform regular incident reviews, proactively tune alarm thresholds and drive automation initiatives to minimise manual intervention.
• Manage data protection and patching activities, and report on success and failure.
• Implement capacity and performance management strategies, forecast growth and where appropriate scale in advance of requirements to avoid service issues.
• Document, implement and regularly test Data Recovery procedures.
• Review service failures and produce Route Cause analysis (RCA) reports when required.
• Schedule customer maintenance and ensure appropriate quality checks have been completed.
• Work with the customer and assigned delivery engineers to manage DevOps and Cloud engineering services using agile project methodologies.
• Identify deprecated cloud services and plan to decommission or replace services before end of service date.
• Ensure appropriate documentation is in place for specific service requirements.
• Manage Staff Holidays and On-Call Rotas. Ensure sufficient coverage to provide service needs. Make allowances for holidays and sickness and growth in staff planning.
• Calculate, review and report on service SLAs, SLOs and other contractual commitments.
• Manage and maintain and issues and risks log, and regularly review with your leadership.
• Manage assigned contracts to budget, demonstrate accurate forward resource forecasting, identify and delivery year on year margin improvement throughout contract term.

General Responsibilities

• Line Manager for approximately 10 cloud engineers.
• Coach and develop your direct reports and other staff assigned to your customers.
• Seek opportunities to drive change and development of products, the team, and processes.
• Strive towards a world class target of 80% for the Net Promoter Score.
• Contribute to install base growth by identifying new business / upgrade opportunities.
• Responsible for adhering to company security policies and procedure as directed. 

Skills & Experience

• Tenacious problem solver, own issues until resolution, including getting hands-on when required.
• Experience in operating ITIL based IT support services, using Incident, Change, Problem management.
• A minimum of three years’ experience in managing Microsoft Azure.
• Knowledge of Microsoft Azure architecture best practices and well architected framework.
• Microsoft AZ-104 Azure Administrator Associate or equivalent experience.
• Excellent communication skills, both written and verbal with great attention to detail.
• Strong rapport and relationship building skills with both internal departments and external customers.
• Good organizational, time management and prioritization skills.
• Able to take a creative approach to situations and problem solving.
• Intermediate level experience of Project Management (Waterfall or Agile).
• Due to 24x7x365 operation, must be willing to be available for occasional out of hours work.