Incident Manager II - IN

Rackspace Technology; India; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Rackspace Technology in India seeks an experienced Senior Incident Manager to lead cross-functional teams in critical IT incidents and root cause analysis. You will coordinate CAB/eCAB, drive problem management, and ensure timely stakeholder communication with service owners and business groups.

You will work in a 24x7 shift environment, apply ITIL practices, and continuously improve service reliability through data-driven insights and strong collaboration with CSMs, vendors, and IT leaders.

Qualifications

• 7-8 years leading Incident Management in complex tech environments.
• ITIL V4 Foundation certification with practical ITIL process experience.
• Experience in critical incident support and strong problem-solving skills.
• Excellent verbal and written communication to explain business impact to senior management.
• Able to work in a multicultural team environment.
• Strong technical background in IT domains (network, data centers, cybersecurity, ERP/SAP, ERP/ERM, EDW).
• Willing to work in 24x7 rotational shifts.

Responsibilities

• Execute Incident Service Restoration activities.
• Chair and steer all parties to resolve incidents in regular virtual conferences.
• Communicate structured information to Service Owners and business groups; main contact for escalations.
• Organize and follow-up Root Cause Analysis and Problem Management with involved parties.
• Manage priority and risk evaluation of Critical Incidents; monitor team performance.
• Analyze performance trends to minimize critical incidents.
• Cooperate with CSMs and Service Owners to improve resolution; provide timely status updates.
• Drive identification and resolution of recurring incidents via problem management.
• Facilitate RCA sessions; ensure corrective/preventive actions are tracked to closure.
• Oversee CAB/eCAB planning and risk assessment; drive stakeholder engagement and decisions.
• Evaluate risks of proposed changes and mitigate service impact.
• Analyze trends to identify opportunities for process optimization and reliability improvements.
• Maintain adherence to policies, audits, and ITSM governance.
• Develop dashboards for Change, Incident, Problem metrics; coordinate with vendors and IT leaders.

Skills

Incident Management

Stakeholder communication

ITIL processes

Problem solving

Education

ITIL V4 Foundation certification

ITIL V4 Managing Professional certification

Tools

ServiceNow

Job description

How You Will Contribute And What You Will Learn

• Accountable of execution of the Incident Service Restoration activities.
• Manage, chair and steer all involved parties to resolve Incidents in regular virtual conferences (e.g. technical bridges)
• Create structured information to communicate to e.g. Service Owner, Business Groups etc. and act as main contact for the Rackspace IT senior management in regards of escalations on Critical Incidents (P1, P2).
• Organize and follow-up timely Root Cause Analysis and Problem Management with all involved parties
• Manage priority and risk evaluation of Critical Incidents. Monitor and assess critical incident management team performance and identify actions for continuous improvement
• Analyze performance trends of different IT groups and provide actionable insights for minimizing critical incidents.
• Work in close cooperation with Client Service Managers (CSM) as well as Services Owners within IT and act as internal IT stakeholder to improve the effectiveness of resolution. Send timely status updates to the IT and business leaders on Critical IT Incidents.
• Drive the identification, investigation, and resolution of recurring incidents and service disruptions through effective problem management practices.
• Facilitate RCA sessions with technical teams, document findings, and ensure corrective and preventive actions are implemented and tracked to closure.
• Oversee the planning, assessment, approval, implementation, and review of IT infrastructure and application changes in accordance with ITIL standards.
• Organize and lead Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings, ensuring appropriate risk assessment, stakeholder engagement, and decision-making.
• Evaluate business, operational, and technical risks associated with proposed changes and implement mitigation strategies to minimize service impact.
• Analyze trends in incidents, problems, and changes to identify opportunities for process optimization, automation, and service reliability improvements.
• Maintain adherence to organizational policies, regulatory requirements, audit controls, and ITSM governance frameworks.
• Develop and maintain dashboards and reports for key metrics such as Change Success Rate, Emergency Changes, Change Backout Rate, Problem Resolution Time, and Repeat Incidents.
• Work closely with Service Delivery Managers, Technical Teams, Vendors, and Business Stakeholders to coordinate problem resolution and change implementation activities.
• Ensure all problem records, known error databases, change records, procedures, and process documentation are accurate, up-to-date, and readily available for audit and operational use.

Must-Have

Key Skills And Experience

• At least 7-8 years of experience in leading Incident Management in complex technology environments.
• ITIL V4 foundation certification. Multiple-year experience in ITIL process management.
• Prior experience of working in critical incident support organization and strong problem-solving skills, sense of urgency.
• Excellent verbal and written communication, capability to articulate business impact of incidents to higher management
• Able to work with a team of individuals in our multicultural environment.
• Strong technical skills and background/experience in one or many of the IT domains like: Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP), Data Center (Wintel, Unix, Storage), Cybersecurity, Enterprise Resource Planning (ERP) – SAP, Enterprise Relationship Management (ERM), Enterprise Data Warehouse.
• Should be willing to work in 24*7 shifts- rotational shift.

Nice-to-Have

• ITIL V4 expert certification
• Six Sigma
• ITIL v4 Foundation/Managing Professional certification.
• Strong experience with ServiceNow or other ITSM platforms.
• Expertise in Problem, Change, Incident, and Major Incident Management.
• Excellent stakeholder management and communication skills.
• Strong analytical, risk assessment, and decision-making capabilities.
• Experience managing CABs in complex enterprise environments.

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 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.