Career Level Summary

This role is part of the RXDBaaS leadership team and reports to the General Manager and receives little instruction on day-to-day work. This position will collaborate on strategy with the General Manager and leadership team and lead the day-to-day functions of the India RXDBaaS operations. Oversees a unit of 140 staff and directly supervises a team of DBA and Engineering Managers.

Key Duties and Responsibilities

·       Supervise India operations for RXDBaaS including Database Administrators and Engineering staff.

·       Directly supervises teams; recruits, leads, mentors and evaluates personnel performance.

·       Collaborates with General Manager and senior staff to develop the strategic goals and objectives of the RXDBaaS business unit and operationalizes these to deliver fanatical customer experiences.

·       Manages customer support functional activities for all supported products and contributes to overall product and service profitability.

·       Facilitates collaboration between RXDBaaS and a diverse group of technical, operational, and business teams, as well as Rackspace executive leadership, to deliver exceptional products and services.

·       Identifies customer service trends, determines service improvements, implements change by monitoring and analyzing data.

·       Develops and manages service with speed and accuracy to ensure that all client/customer service delivery issues are resolved.

·       Liaises with account, support, and product teams to simplify and enhance the customer experience.

·       Aligns staffing across teams to adequately handle call/ticket volume at any point in time. Monitors productivity metrics and incoming volume metrics.

·       Collaborates with Product Management on new product introductions, such that teams are properly staffed and trained.

·       Maximizes operational performance by providing technical advice, disseminating information, detecting and diagnosing varieties of problems.

·       Identifies risk factors and works collaboratively with key stakeholders to diminish impact on products, services, and operations.

·       Ensures issues are resolved in accordance with SLAs and reduces escalated issues.

·       Directs audits of knowledgebase for continuous improvement of documentation.

·       Creates reporting on issues, resolutions, turnaround times.

·       Solves major customer issues and educates team on best practices.

You Have

·       Bachelor’s degree required. Preferably in business, computer science, or another technical field.

·       10+ Years of leadership and personnel management experience.

·       5+ Years of demonstrated skill managing operations and services for relational and non-relational databases in a dynamic environment.

·       5+ Years of providing exceptional customer support.

·       Knowledge of best-in-class database monitoring technologies and processes.

·       Expert knowledge in developing customer service department procedures and developing reporting capabilities.

·       Excellent time management, communications, decision-making, presentation, human relations, and organization skills.

·       Ability to communicate technical information and ideas to various stakeholders in a way they will understand.

·       Ability to make appropriate decisions considering the relative costs and benefits of potential actions.

·       Ability to manage large, interdisciplinary, projects to completion.

·       Ability to launch innovative services and products.

·       Ability to own execution without continuous oversight.

·       Ability to lead large, cross-functional, teams to achieve business goals and results.

·       Ability to listen to multiple points of view and synthesize against goals for recommendations.

·       Ability to plan, prioritize and organize effectively and independently.

·       Experience working with Agile engineering teams.

·       Demonstrated ability to work within a diverse global team.