Job Title: Technical Shift Manager, Professional Services Delivery - IN
Location: Gurugram/ Hyderabad/ Bengaluru (Hybrid/Remote)
JOB DESCRIPTION:
We are seeking a Shift manager or shift lead with Azure (or equivalent cloud/OnPrem) experience to deliver Cloud Engineering services to Rackspace's Enterprise and SME clients. The ideal candidate will have experience in managing 24X7 rotational shifts, maintaining rosters of team members, attending client calls, understanding client requirements, taking lead on them, and maintaining and producing reports around operations along with good hands-on technical skills in Azure and related technologies.
JOB REQUIREMENTS:
- Managing a 24X7 shift on a rotational basis. Accomplishes department objectives by managing staff; planning and evaluating department activities.
- Maintains staff by recruiting, selecting, orienting, and training employees.
- Keeping a close tab on events and tasks coming in the shift and making sure they are resolved timely.
- Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
- Getting engaged with the technical aspect of the task by either helping the team to action them or actioning by yourself.
- Supports the delivery of automation and digitization, capacity planning, analyzing, reporting, and investigating service performance metrics.
- Works collaboratively with internal partners.
- Attending meetings with internal partners and external partners.
Skills & Experience
- 6-10 years' experience in managing 24X7 teams across various shifts.
- Experience collaborating with internal and external developers, platform engineers, operations engineers, and network engineers and continuously optimizing infrastructure to remove bottlenecks and improve automation.
- Good with reporting skills in MS excel or with similar tools.
- Strong communication skills and customer-facing experience are a must.
- Minimum 5-6 years of relevant hands-on Azure cloud experience or equivalent cloud or on-prem technical knowledge.
- Maintains in-depth knowledge of cloud-related technologies and can articulate best practice approaches and practices.
- Basic to good knowledge to monitor Azure cloud-based systems for availability, performance, reliability, security, etc. using tools like Azure Monitor, Azure Log Analytics, Azure Trusted Advisor, or similar in equivalent cloud solutions.
- Basic to good knowledge of tools such as Azure Resource Manager (ARM), Terraform, Ansible, or similar in equivalent cloud solutions.
- Working knowledge in Windows and Linux operating systems.
- Experienced with VM Build & Management for AVD, establishes policy and ability to create policy.
- Experience implementing, migrating, managing, and operating systems/applications in an enterprise cloud computing environment.
- Experience in Security Compliance, Vulnerability.
- Knowledge of implementation, maintenance, and troubleshooting of existing IT infrastructure environments including Application gateway, firewall management, Load balancing, VPN, etc.
- Advise on cost optimization for current infrastructure.
