How You Will Contribute And What You Will Learn

Accountable of execution of the Incident Service Restoration activities.
Manage, chair and steer all involved parties to resolve Incidents in regular virtual conferences (e.g. technical bridges)
Create structured information to communicate to e.g. Service Owner, Business Groups etc. and act as main contact for the Rackspace IT senior management in regards of escalations on Critical Incidents (P1, P2).
Organize and follow-up timely Root Cause Analysis and Problem Management with all involved parties
Manage priority and risk evaluation of Critical Incidents. Monitor and assess critical incident management team performance and identify actions for continuous improvement
Analyze performance trends of different IT groups and provide actionable insights for minimizing critical incidents.
Work in close cooperation with Client Service Managers (CSM) as well as Services Owners within IT and act as internal IT stakeholder to improve the effectiveness of resolution.



Send timely status updates to the IT and business leaders on Critical IT Incidents.
Drive the identification, investigation, and resolution of recurring incidents and service disruptions through effective problem management practices.
Facilitate RCA sessions with technical teams, document findings, and ensure corrective and preventive actions are implemented and tracked to closure.
Oversee the planning, assessment, approval, implementation, and review of IT infrastructure and application changes in accordance with ITIL standards.
Organize and lead Change Advisory Board (CAB) and Emergency CAB (eCAB) meetings, ensuring appropriate risk assessment, stakeholder engagement, and decision-making.
Evaluate business, operational, and technical risks associated with proposed changes and implement mitigation strategies to minimize service impact.
Analyze trends in incidents, problems, and changes to identify opportunities for process optimization, automation, and service relia

📌 Incident Manager II (India)
🏢 Rackspace Technology
📍 India