Remote Cloud Infrastructure Support Lead

Webhosting; Ciudad de México; Remote; MXN 900,000 - 1,400,000; Full time

Job summary

Rackspace Technology in Mexico City, remotely from home, seeks a Manager of Cloud Infrastructure Support to lead a team of Cloud Administrators and Cloud Engineers delivering Day 2 managed services across public cloud platforms. You will provide operational leadership, workforce management, and customer escalation support.

This role emphasizes coaching, performance reviews, automation, and continuous improvement, focusing on service delivery, customer satisfaction, and scalable operations for

Responsibilities

• Lead a team of Cloud Administrators and Cloud Engineers providing 24×7 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.
• 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.
• 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.
• 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.
• 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.

Job description

Rackspace Technology in Mexico City, remotely from home, seeks a Manager of Cloud Infrastructure Support to lead a team of Cloud Administrators and Cloud Engineers delivering Day 2 managed services across public cloud platforms. You will provide operational leadership, workforce management, and customer escalation support.

This role emphasizes coaching, performance reviews, automation, and continuous improvement, focusing on service delivery, customer satisfaction, and scalable operations for