Service Operations Manager II

Job Description Shift: Monday-Friday IST (9:30 to 6:30); Rotating weekend coverage (with days off in lieu) Experience: 8 years of experience in Incident Management, IT service management, or a similar role. Certifications: ITIL Foundation or higher certification is highly desirable but not mandatory Job Description: - The Incident Manager will be responsible for leading/managing the lifecycle of all high priority incidents, unplanned interruptions, service degradations, and failures in IT services while minimizing impact on business operations and ensuring service restoration - Ensure incidents are correctly logged, prioritized, categorized, and provide updates on incident status, impacts, resolution progress, and post-incident summaries - Collaborate and coordinate with technical support teams and relevant business units to ensure efficient incident resolution - Facilitate war room sessions and incident bridges for critical issues - Work closely with problem management to transition incidents into problem - Analyse incident trends and make recommendations for changes to minimize repeat incidents - Ensure adherence to ITIL practices and continuous improvement of incident management. Skills: - Strong problem-solving and analytical skills - Multi-tasking - Excellent verbal and written communication - Ability to manage stress and handle complex situations effectively - Strong leadership with a focus on teamwork and collaboration - Proficiency in incident management tools and platforms (e.g., ServiceNow, Jira) Work Environment: - This role may require on-call availability and flexibility to manage incidents outside regular business hours - Ability to work under pressure in a high-paced and dynamic environment About Rackspace Technology We are the multicloud solutions experts. We combine our expertise with the world's leading technologies across applications, data and security to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future. More on Rackspace Technology Though we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.