Ich arbeite in Vollzeit bei Rackspace (Über 8 Jahre)
Challenged at all times
Frontline Rackers are like family
People truly care, especially our VP of support, genuine, authentic leader
Substance over flash is no longer a thing - Flash without substance is rewarded
We have too much leadership and not enough technical rackers to help our customers.
Too many C-Level, C-Level rarely visits frontline.
Huge disconnect from C-Level to frontline support
C-Level is not hungry, they’ve made their millions, not engaged or motivating.
C-Level has zero empathy or solutions to the challenges frontline Rackers face each day.
C-Level does not address questions when recently asked, “Why so many leaders and not enough engineers to support our customers?” This was asked in a recent town hall, it was not addressed as it was found insulting to the leaders.
Leaders in frontline support are often self serving and not truly interested in the success or happiness of their employees.
Rat an das Management
Encourage substance over flash
Keep Justin Brady as the VP of support and model all other leaders after him.
Require account managers to be technical as well as leaders. Most leaders are not technical and offer no help when there are issues as they only understand excel and KPI reports. This leaves us to fend for ourselves and hope for the best.
Stop lowering the bar on who we hire. We used to have high standards, now we hire incompetent leaders regularly and account managers who are not effective for our customers.
Require consistency across the segments - Example, some segments are allowed to WFH, some are not. Yet, roles are the same. We have hundreds of remote Rackers, so the theory behind the limitations remains a mystery and is never explained by leadership.
Encourage a work life balance. Encourage leaders to encourage employees a work life balance. We burn out quickly on the frontline.
Ask yourselves with the amount of leadership in place why we continue to face the same issues and challenges we have for over 5 years. How many leaders does it take to change a lightbulb? Too many at Rackspace. Take the money we pay these leaders we truly don’t need and hire NetSec, Storage, Virt engineers. Our customers would be happy, our NPS scores would rise (customers will recommend us) We will grow faster and have happy customers and happy Rackers.