24x7 Cloud Infrastructure Ops Leader

Rackspace Technology; Fort Wayne (IN); On-site; USD 140,000 - 210,000; Full time

Job summary

Rackspace Technology in Fort Wayne, IN, is seeking a Manager to lead a team delivering Day 2 managed services across public clouds. You will drive operational leadership, workforce management, and customer escalation handling to ensure service excellence.

This role focuses on aligning with CIS objectives, improving performance, and scaling the business through automation and runbooks, while mentoring engineers and fostering accountability and customer obsession.

Qualifications

• Bachelor's degree in IT, CS, engineering or equivalent.
• 15+ years total experience with 5+ years in cloud infra, managed services, or technical support.
• 2+ years of people leadership experience managing technical teams.
• Fluent English; Spanish proficiency required.

Responsibilities

• Provide operational leadership for 24x7 public cloud support teams and ensure adherence to SLOs/SLAs and quality standards.
• Lead recruitment, onboarding, and development of high-performing technical staff; conduct coaching and performance reviews.
• Oversee service delivery and customer success, addressing escalations and improving customer outcomes.
• Drive automation, runbooks, and knowledge articles to improve efficiency and scalability.
• Participate in leadership reviews of KPIs, CSAT, and capacity planning; deliver regular PPP updates.

Skills

People leadership

Communication

Stakeholder management

English fluency

Spanish proficiency

Education

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

Tools

AWS

Azure

Google Cloud Platform

Job description

Rackspace Technology in Fort Wayne, IN, is seeking a Manager to lead a team delivering Day 2 managed services across public clouds. You will drive operational leadership, workforce management, and customer escalation handling to ensure service excellence.

This role focuses on aligning with CIS objectives, improving performance, and scaling the business through automation and runbooks, while mentoring engineers and fostering accountability and customer obsession.