Product Operations Engineer III

Ensure that Rackspace products enable Fanatical Support given the various support models employed by Rackspace.  Serve as an escalation point for customer care of existing products.  Drive continuous improvement among existing product lines to decrease support workloads and improve process efficiencies.  EOL products that no longer make business sense to Rackspace.

Responsibilities

1. Provide requirements and work closely with Product Engineering to launch new products.  Requires: Technical understanding of product Operational understanding of product from provisioning to cessation Design process flows to reflect how products will be supported Analyze enterprise system behavior and identify functional requirements for new products Perform product readiness tests to identify possible deficiencies in launching new products 2. Drive continuous improvement of existing products.  Requires: Understanding of requirements that drive the current implementation of processes and systems Organizing and executing product system upgrades and patches within the install base Resolution to system or process failures that inhibit Fanatical support of product Ability to map processes and perform root cause analysis for process failures

3. EOL products identified for removal from product portfolio.  Requires: Assist in planning and organization of product removal Communicate tailored plan to each department impacted Communicate plan to affected customers  Contribute ideas for technology changes that will reduce Rackspace cost structure or provide capabilities that provide strategic advantage in the hosting industry

4. Serve as escalation point for customer care when defined escalation processes break down or do not resolve the issue.  Requires: Comprehensive understanding of product Vendor escalation points Strong problem solving skills On call 24/7



Experience, Skills, Education Required Bachelor’s degree or equivalent work experience preferred Ability to effectively communicate in both oral and written communication Experience in Information Technology Business Analysis Skills Negotiation skills Driven self-starter Eagerness to learn

 

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