Incident Manager II

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Rackspace Technology

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1998

💼 Consulting

📦 Logistics

🤖 Artificial Intelligence

Consulting • Logistics • Artificial Intelligence

Rackspace Technology is a global managed cloud services provider that designs, builds, migrates and operates multicloud, hybrid and private cloud environments for enterprises. It offers consulting, professional and managed services across cloud infrastructure, application modernization, data platforms, AI/ML (Foundry of AI/FAIR), and cybersecurity, along with managed hosting, colocation and platform integrations with major hyperscalers. Rackspace serves regulated and mission-critical industries with a focus on security, compliance, cost optimization and operational reliability.

📋 Description

• Execute Incident Service Restoration activities • Manage, chair, and steer involved parties during incident-resolution virtual conferences and technical bridges • Create structured incident information for Service Owners, business groups, and senior IT management • Act as the main contact for escalations involving critical P1 and P2 incidents • Organize and follow up on Root Cause Analysis and Problem Management • Manage priority and risk evaluations for critical incidents • Monitor critical incident management team performance and identify continuous-improvement actions • Analyze IT-group performance trends and provide actionable insights to minimize critical incidents • Collaborate with Client Service Managers and IT Service Owners to improve resolution effectiveness • Send timely status updates to IT and business leaders • Drive investigation and resolution of recurring incidents and service disruptions • Facilitate RCA sessions, document findings, and track corrective and preventive actions to closure • Oversee planning, assessment, approval, implementation, and review of IT infrastructure and application changes according to ITIL standards • Organize and lead CAB and eCAB meetings • Evaluate change-related business, operational, and technical risks and implement mitigation strategies • Analyze incident, problem, and change trends for process optimization, automation, and service reliability improvements • Maintain compliance with organizational policies, regulatory requirements, audit controls, and ITSM governance frameworks • Develop and maintain dashboards and reports for change, problem, and incident metrics • Coordinate problem resolution and change implementation with service delivery managers, technical teams, vendors, and business stakeholders • Maintain accurate problem records, known error databases, change records, procedures, and process documentation

🎯 Requirements

• At least 7-8 years of experience leading Incident Management in complex technology environments • ITIL V4 Foundation certification • Multiple-year experience in ITIL process management • Prior experience in a critical incident support organization • Strong problem-solving skills and sense of urgency • Excellent verbal and written communication skills • Ability to articulate business impact of incidents to senior management • Ability to work in a multicultural team environment • Strong technical skills in one or more IT domains, including network, data center, cybersecurity, ERP/SAP, ERM, or enterprise data warehouse • Willingness to work rotating 24/7 shifts • ITIL V4 Expert certification, Six Sigma, ITIL v4 Managing Professional certification, and ServiceNow or other ITSM platform experience are nice-to-have qualifications • Expertise in Problem, Change, Incident, and Major Incident Management • Strong stakeholder management, analytical, risk assessment, and decision-making capabilities • Experience managing CABs in complex enterprise environments

🏖️ Benefits

• Equal employment opportunity without regard to protected characteristics • Accommodation support for disabilities or special needs • Multicultural work environment • Opportunity to work with world-class talent • Continuous learning and exposure to leading cloud, application, data, and security technologies