Manager - Cloud Infrastructure Support

Rackspace·Remote

Pay not stated15–27 yrsFull-timeRemote

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About the role

The Manager, Cloud Infrastructure Support is responsible for leading a team of Cloud Administrators and Cloud Engineers delivering Day 2 managed services across public cloud platforms. This role provides operational leadership, workforce management, customer escalation support, performance coaching, and continuous improvement initiatives to ensure exceptional service delivery, customer satisfaction, and operational efficiency.

What you'll do

Lead a team of Cloud Administrators and Cloud Engineers providing 24x7 public cloud support services
Ensure adherence to service level objectives (SLOs), service level agreements (SLAs), quality standards, and operational processes
Monitor ticket queues, workload distribution, support coverage, backlog health, and customer impact
Drive rapid response and resolution of customer escalations, major incidents, and business-critical events
Coordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents