{"id":2516004,"url":"https://alion.io/job/rackspace-technology-manager-cloud-infrastructure-support","title":"Manager - Cloud Infrastructure Support","company":{"id":46166,"name":"Rackspace Technology","domain":"rackspace.com","url":"https://alion.io/company/rackspace","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":43000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":52},"experience_years_min":15,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"Incident Management","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T14:16:41Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Position Summary\nThe Manager, Cloud Infrastructure Support is responsible for leading a team of Cloud Administrators and Cloud Engineers delivering Day 2 managed services across public cloud platforms. This role provides operational leadership, workforce management, customer escalation support, performance coaching, and continuous improvement initiatives to ensure exceptional service delivery, customer satisfaction, and operational efficiency. The manager is accountable for team health, business performance, strategic execution, and alignment with Cloud Infrastructure Support (CIS) objectives.\nKey Responsibilities\nOperational Leadership\nLead a team of Cloud Administrators and Cloud Engineers providing 24x7 public cloud support services. \nEnsure adherence to service level objectives (SLOs), service level agreements (SLAs), quality standards, and operational processes. \nMonitor ticket queues, workload distribution, support coverage, backlog health, and customer impact. \nDrive rapid response and resolution of customer escalations, major incidents, and business-critical events. \nCoordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents. \nPeople Leadership\nRecruit, onboard, develop, and retain high-performing technical talent. \nConduct regular one-on-one meetings, coaching sessions, goal reviews, and performance discussions. \nMentor team members on technical, operational, and customer-facing competencies. \nFoster a culture of accountability, collaboration, customer obsession, and continuous learning. \nSupport employee career growth and succession planning. \nService Delivery & Customer Success\nEnsure exceptional customer experiences through proactive operations and effective issue resolution. \nPartner with customer-facing stakeholders to support strategic accounts and address service concerns. \nReview customer trends, service metrics, and feedback to identify improvement opportunities. \nSupport onboarding readiness and ongoing service operations for managed cloud customers. \nContinuous Improvement & Business Scaling\nDrive automation, operational excellence, and process improvement initiatives. \nIdentify recurring operational challenges and lead actions to reduce toil and improve scalability. \nPromote the development of runbooks, knowledge articles, and operational documentation. \nSupport initiatives that improve efficiency, customer outcomes, and business growth. \nBusiness Management\nParticipate in leadership reviews of KPIs, CSAT, SLA attainment, ticket solve layer, capacity planning, onboarding performance, churn risk, and strategic goals. \nProvide regular operational reporting, including weekly Progress, Plans, and Problems (PPP) updates. \nContribute to strategic planning, workforce planning, organizational initiatives, and cross-functional collaboration efforts. \nRequired Qualifications\nBachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience. \n15+ years of total Experience with 5+ years of experience in cloud infrastructure, systems administration, managed services, or technical support environments. \n2+ years of people leadership experience managing technical teams. \nWorking knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform. \nExperience managing customer escalations and service delivery operations. \nStrong analytical, communication, coaching, and stakeholder management skills. \nFluent English communication skills; Spanish proficiency required. \nPreferred Qualifications\nPublic cloud certifications (AWS, Azure, GCP). \nExperience in managed services, SRE, DevOps, or modern operational support models. \nExperience leading distributed and geographically diverse teams. \nDemonstrated success driving automation and operational improvement programs. \n\nAbout Rackspace Technology\nRackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.\nMore on Rackspace Technology\nThough 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.","description_format":"text","description_chars":5298,"description_truncated":false,"requirements":{"experience_years_min":15,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Space & Aerospace","Cloud Platforms (IaaS & PaaS)","Managed IT Services (MSP)","AI Consulting & Integration"],"lifecycle":[{"event":"open","at":"2026-10-14T09:50:44Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":21,"reasons":["conf:10","win:early"],"computed_at":"2026-10-15T00:52:14Z"},"pay":null,"html_url":"https://alion.io/job/rackspace-technology-manager-cloud-infrastructure-support","json_url":"https://alion.io/job/rackspace-technology-manager-cloud-infrastructure-support.json","meta":{"generated_at":"2026-10-15T00:52:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1041,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":46166},"rest":"https://alion.io/mcp/rest/get_company?id=46166"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frackspace-technology-manager-cloud-infrastructure-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frackspace-technology-manager-cloud-infrastructure-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frackspace-technology-manager-cloud-infrastructure-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rackspace-technology-manager-cloud-infrastructure-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frackspace-technology-manager-cloud-infrastructure-support"}]}