▷ Urgent: Technical Support Manager

2 days ago

Gurugram India Rackspace Technology Full time

Job Description About the Role Technical Support Manager with a strong background in Rubrik technologies to lead a high-performing team delivering FANATICAL support. This role requires a proven leader who can mentor, motivate, and strategically guide a Rubrik-focused support team, while driving process improvements and customer success globally. The manager will act as a bridge between technical delivery and business outcomes, ensuring customer escalations are handled with expertise and professionalism. Key Responsibilities - Build, lead, and mentor a motivated team specialising in Rubrik backup, recovery, and cyber-resiliency solutions. - Manage customer escalations specific to Rubrik/Backup Technology environments and ensure timely resolution of critical incidents. - Partner with global stakeholders (CSMs, LE, Account Management) to align Rubrik service delivery with business outcomes. - Drive process optimisation and workflow improvements in backup support operations. - Encourage leadership development within the Rubrik/Backup support team. - Focus on customer experience (CSAT, NPS) as key success measures for Rubrik engagements. - Represent the Rubrik function with other global technical teams including FLR, Infrastructure Services, OS-Windows, Maintenance, and Productivity. - Lead strategic programs focused on Rubrik scalability, optimisation, and efficiency. - Provide strategic direction (12-18 months outlook) on Rubrik/Backup support operations and customer engagement. - Manage and optimise an enterprise Rubrik support budget. Knowledge, Skills & Abilities - Strong working knowledge of Rubrik platform administration, backup/recovery workflows, and cyber-resiliency practices. - Familiarity with Rubrik integrations (VMware, Cloud, SaaS workloads). - Excellent problem-solving and incident management skills in Rubrik environments. - Strong stakeholder management with the ability to influence and collaborate across functions. - Excellent organisational, leadership, and decision-making abilities. - Ability to balance strategic Rubrik/Backup initiatives with day-to-day operational management. - Strong communication skills with the ability to explain Rubrik technical concepts to both technical and non-technical audiences. Experience and Education - 15 years of professional experience, out of which 5-7 years of people management experience in a technology-based, service-oriented industry. - 3+ years of hands-on experience managing Rubrik/Backup support operations, escalations, or large-scale Rubrik deployments. - Demonstrated ability to consistently deliver FANATICAL support in Rubrik customer engagements. Education: - Bachelor's degree in Business or Technology-related field OR - Graduation (10+2+3) with equivalent professional experience. - Preferred Certifications: - Rubrik Cyber Resiliency Specialist (RCRS). - Rubrik Certified System Administrator (RCSA). - ITIL Certification. Supervision - Manage small to medium-sized Rubrik-focused support teams. - Provide coaching, mentoring, and serve as back-up to the Supervisor role when required.

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