Remote Cloud Infra Support Manager — 24x7 Ops Lead

Rackspace Technology; Torreón; Presencial; MXN 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Rackspace Technology is recruiting a Manager, Cloud Infrastructure Support to lead a team delivering Day 2 managed services across public cloud platforms. Based in Mexico City with remote work from home, you will drive operational leadership, workforce management, and continuous improvement while aligning with CIS objectives.

You will oversee customer escalations, coach team members, and ensure exceptional service delivery and customer satisfaction across AWS, Azure, and GCP platforms.

Formación

• Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience.
• 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.

Responsabilidades

• Provide operational leadership for a 24x7 public cloud support team.
• Ensure adherence to SLOs/SLAs, quality standards, and processes.
• Monitor queues, workload distribution, coverage, and customer impact.
• Lead rapid response to escalations, incidents, and critical events.
• Coordinate with Incident Management, platform vendors, and cross-functional teams.

Conocimientos

Cloud infrastructure

Leadership

Stakeholder management

Analytical communication

Bilingual ability

Educación

Bachelor's degree in IT/CS/Engineering

Herramientas

AWS

Azure

GCP

Descripción del empleo

Rackspace Technology is recruiting a Manager, Cloud Infrastructure Support to lead a team delivering Day 2 managed services across public cloud platforms. Based in Mexico City with remote work from home, you will drive operational leadership, workforce management, and continuous improvement while aligning with CIS objectives.

You will oversee customer escalations, coach team members, and ensure exceptional service delivery and customer satisfaction across AWS, Azure, and GCP platforms.