• Technical Team Manager (Linux)

    Location(s) UK-Greater London-Hayes
    Req #
    39691
    Category
    Leadership, System Administration / Engineering
  • Overview & Responsibilities

    Rackspace are seeking a leader for our Linux System Administration teams. The successful candidates should have strong operational, leadership and technical skills to lead a team of technical support engineers. Individuals will work with our internal teams to deliver operational excellence to our customers.

     

    To successfully deliver operational excellence within Enterprise by providing;

    • Management and development of a team of Systems Administrators
    • Second level escalation
    • Proactive recommendations of systems architecture review and improvements.
    • Process review and improvements.
    • All products fully supported in line with Rackspace standards
    • Adherence to Industry recognized standards.

     

    Key Accountabilities

     

    Management of all aspects of a team within Enterprise including; 

    • Delivery of optimal customer service – Fanatical SupportTM
    • Minimisation of downtime via proactive technical intervention
    • Technical and customer facing development of all members of the team
    • Rapid and effective fault fix processes
    • Continual Process review
    • Management of team bonus and commissions structure
    • Setting team targets and managing/monitoring performance accordingly
    • Maintaining a motivated, engaged team
    • Management of second level escalations providing timely resolutions and implementing action plans as required
    • To present and promote Rackspace to existing customers  through meetings and visits
    • To create and maintain a skills matrix of the team and deliver training plans for individuals.
    • Carry out regular performance reviews and objectives setting, including regular 1:1 sessions.
    • Ensuring integration of new team members, including development of Rackspace culture.
    • To create a close working relationship with the Enterprise leadership team in both the UK and US 

     

     

    Qualifications

     

    • Technical background in appropriate fields and appropriate technical qualifications
    • Operational Team Leadership experience within a mission critical environment desirable.
    • Demonstrable track record of providing exceptional customer service, Customer relationship management skill
    • Exceptional people skills, the ability to engage and motivate staff
    • Drive to succeed, exceptional organizational skills
    • Limited budget management, cost conscious, business acumen
    • Mentoring, coaching and training
    • Exceptional communications skills, written and interpersonal
    • Demonstrable ability to setup, lead and deliver projects
    • ITIL Certification preferred