Manager, Technical Support
Position Summary
The 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.
Location: Mexico City, Mexico - Remote work from home.
Key Responsibilities
Operational Leadership
- Lead a team of Cloud Administrators and Cloud Engineers providing 24x7 public cloud support services.
- Ensure adherence to service level objectives (SLOs), service level agreements (SLAs), quality standards, and operational processes.
- Monitor ticket queues, workload distribution, support coverage, backlog health, and customer impact.
- Drive rapid response and resolution of customer escalations, major incidents, and business-critical events.
- Coordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents.
People Leadership
- Recruit, onboard, develop, and retain high-performing technical talent.
- Conduct regular one-on-one meetings, coaching sessions, goal reviews, and performance discussions.
- Mentor team members on technical, operational, and customer-facing competencies.
- Foster a culture of accountability, collaboration, customer obsession, and continuous learning.
- Support employee career growth and succession planning.
Service Delivery & Customer Success
- Ensure exceptional customer experiences through proactive operations and effective issue resolution.
- Partner with customer-facing stakeholders to support strategic accounts and address service concerns.
- Review customer trends, service metrics, and feedback to identify improvement opportunities.
- Support onboarding readiness and ongoing service operations for managed cloud customers.
Continuous Improvement & Business Scaling
- Drive automation, operational excellence, and process improvement initiatives.
- Identify recurring operational challenges and lead actions to reduce toil and improve scalability.
- Promote the development of runbooks, knowledge articles, and operational documentation.
- Support initiatives that improve efficiency, customer outcomes, and business growth.
Business Management
- Participate in leadership reviews of KPIs, CSAT, SLA attainment, ticket solve layer, capacity planning, onboarding performance, churn risk, and strategic goals.
- Provide regular operational reporting, including weekly Progress, Plans, and Problems (PPP) updates.
- Contribute to strategic planning, workforce planning, organizational initiatives, and cross-functional collaboration efforts.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience.
- 5+ years of experience in cloud infrastructure, systems administration, managed services, or technical support environments.
- 2+ years of people leadership experience managing technical teams.
- Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform.
- Experience managing customer escalations and service delivery operations.
- Strong analytical, communication, coaching, and stakeholder management skills.
- Fluent English communication skills; Spanish proficiency required.
Preferred Qualifications
- Public cloud certifications (AWS, Azure, GCP).
- Experience in managed services, SRE, DevOps, or modern operational support models.
- Experience leading distributed and geographically diverse teams.
- Demonstrated success driving automation and operational improvement programs.
Success Measures
Success in this role is measured through:
- Customer Satisfaction (CSAT)
- SLA and SLO attainment
- Team engagement and retention
- Service quality and operational efficiency
- Escalation management effectiveness
- Delivery of strategic objectives and process improvements
- Growth and development of team members
Department: Cloud Infrastructure Support (CIS)
Reports To: Senior Director, Cloud Infrastructure Support
Direct Reports: Cloud Administrators and Cloud Engineers
#LI-DB1 #LI-Remote
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.