Manager - Cloud Infrastructure Support

Pace Industries, LLC; Gurugram District; Ibrido; INR 3.500.000 - 6.500.000; Tempo pieno

Descrizione del lavoro

Rackspace Technology in India seeks a Manager, Cloud Infrastructure Support to oversee a 24x7 team of cloud admins and engineers delivering Day 2 managed services across AWS, Azure, and GCP. You will drive operational excellence, leadership, and customer success while aligning with CIS objectives.

The role emphasizes automation, runbook creation, and scalable processes; you will mentor staff, manage escalations, and partner with customers and vendors to ensure reliable service delivery and

Competenze

• Bachelor's degree in IT/CS/Engineering (or equivalent).
• 15+ years total experience with 5+ years in cloud infrastructure, managed services, or technical support.
• 2+ years of people leadership experience managing technical teams.
• Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform.
• Experience managing customer escalations and service delivery operations.
• Strong analytical, communication, coaching, and stakeholder management skills.
• Fluent English communication; Spanish proficiency required.

Mansioni

• Lead a team of Cloud Administrators and Cloud Engineers delivering 24x7 public cloud support services, ensuring SLAs and operational standards.
• Recruit, onboard, develop, and retain high-performing tech talent; coach and review performance.
• Ensure exceptional customer experiences through proactive operations and effective issue resolution; partner with stakeholders.
• Drive automation, runbooks, knowledge articles, and operational documentation to improve efficiency and scalability.
• Participate in leadership reviews of KPIs, CSAT, SLA attainment, capacity planning, onboarding, churn risk, and strategic goals.

Conoscenze

AWS

Azure

GCP

Cloud infrastructure

Leadership

English fluency

Spanish proficiency

Cloud operations

Customer escalations

Formazione

Bachelor's degree in IT/CS/Engineering

Descrizione del lavoro

Position Summary

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. The manager is accountable for team health, business performance, strategic execution, and alignment with Cloud Infrastructure Support (CIS) objectives.

Key Responsibilities

Operational Leadership

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.

People Leadership

Recruit, onboard, develop, and retain high-performing technical talent. Conduct regular one-on-one meetings, coaching sessions, goal reviews, and performance discussions. Mentor team members on technical, operational, and customer-facing competencies. Foster a culture of accountability, collaboration, customer obsession, and continuous learning. Support employee career growth and succession planning.

Service Delivery & Customer Success

Ensure exceptional customer experiences through proactive operations and effective issue resolution. Partner with customer-facing stakeholders to support strategic accounts and address service concerns. Review customer trends, service metrics, and feedback to identify improvement opportunities. Support onboarding readiness and ongoing service operations for managed cloud customers.

Continuous Improvement & Business Scaling

Drive automation, operational excellence, and process improvement initiatives. Identify recurring operational challenges and lead actions to reduce toil and improve scalability. Promote the development of runbooks, knowledge articles, and operational documentation. Support initiatives that improve efficiency, customer outcomes, and business growth.

Business Management

Participate in leadership reviews of KPIs, CSAT, SLA attainment, ticket solve layer, capacity planning, onboarding performance, churn risk, and strategic goals. Provide regular operational reporting, including weekly Progress, Plans, and Problems (PPP) updates. Contribute to strategic planning, workforce planning, organizational initiatives, and cross-functional collaboration efforts.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience.
• 15+ years of total Experience with 5+ years of experience in cloud infrastructure, systems administration, managed services, or technical support environments.
• 2+ years of people leadership experience managing technical teams.
• Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform.
• Experience managing customer escalations and service delivery operations.
• Strong analytical, communication, coaching, and stakeholder management skills.
• Fluent English communication skills; Spanish proficiency required.

Preferred Qualifications

• Public cloud certifications (AWS, Azure, GCP).
• Experience in managed services, SRE, DevOps, or modern operational support models.
• Experience leading distributed and geographically diverse teams.
• Demonstrated success driving automation and operational improvement programs.

About Rackspace Technology

Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission‑critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.

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.

Embrace Technology.

Empower Customers.

Deliver the Future.

Excellence: We’re an accountable, disciplined, high‑performing company with proven results.

Customer‑driven: We’re proactive, collaborative and committed to success for our customers.

Expertise: We’re passionate learners, rooted in our customers’ business to provide unbiased solutions.

Agility: We’re adopting new technologies and evolving services to meet customers where they are in their journey.

Compassion: We’re one team, doing the right thing for our customers, communities and each other.

We’re looking for team members who are ready to unleash their creativity, collaborate with talented coworkers and make a lasting impact in the IT field.

Could that be you?