PRIVATE CLOUD LEAD ENGINEER
SEGMENT: Customer Success, Enterprise Technical Services
JOB REQUIREMENTS
Overview
As the #1 Managed Cloud Company, Rackspace is looking for a Private Cloud Lead Engineer to play an integral part in delivering Fanatical Support to Enterprise level customers. Rackspace hosts large scale, mission critical environments and you will be expected to demonstrate a high degree of technical leadership in order to deliver world class technical service for a wide variety of technologies and applications.
In this pivotal, autonomous and varied role, you will have the opportunity to utilise cutting edge technologies and techniques across a broad range of cloud and hybrid cloud platforms. Rackspace support VmWare, AWS, Azure, OpenStack, GCP and Hyper-V powered compute. You will manage complex problems as well as be a proactive and consultative resource to help customers plan for their future growth and the continual adoption of emerging technologies and with best practices.
With a strong background in Enterprise support environments, you will help customers manage change, minimise risk, optimise operations and support business growth through pro-active and personable interactions. You will build long-term customer relations, understanding their business goals and operational capability in order to best align and manage Rackspace resources and services, to drive outstanding customer outcomes.
You will act as a senior escalation point, orchestrating technical teams and resources to provide seamless support for your customer's online strategy. You will be responsible for achieving security, scalability and performance through knowledge of automation, scaling, application lifecycle management, Continuous Deployment and Integration.
The right candidate for the role will be adept at managing senior stakeholders, complex service delivery systems, co-ordinating Rackspace and customer teams around complex business and technical situations, always delivering within established timescales and exceeding customer's expectations. To facilitate strong, personable customer relationships, travel will be required to customer sites, with occasional international travel.
Key Accountabilities
- Provide Fanatical Support™ for Rackers and customers
- Act as a consultative resource for customers to assist them in achieving their business objectives
- Pro-actively seek opportunities to improve customer's solution architecture and operation
- Ensure appropriate technical documentation is in place for customer solutions
- Provide strategic and operational guidance that will allow customers to continually optimise their environments to achieve their business goals and maximise return on investments
- Drive strong customer satisfaction (NPS) through Fanatical Support
- Own issues, and escalations and drive collaboration with other teams to find speedy resolutions
PERSON SPECIFICATION
- Customer obsessed – works vigorously to earn and keep customers trust, and an ability to continually anticipate and meet their needs
- A blend of commercial and operational acumen
- Experience in owning of account planning activities, service improvement or business development activity
- Versatile and able to thrive in a hyper-growth environment
- Operates well in an environment of rapid change and comfortable operating with autonomy
- Experience of influencing leaders and presenting to external customers
- History of strong negotiation skills with customers
- Ability to meet challenging targets within tight deadlines
- Understanding of Service Management best practices frameworks such as ITIL
- Exposure to operational management within a critical environment
- Effective troubleshooting and analytical skills and ability to manage complex and technical projects
- Ability to collaborate with and manage diverse cross functional teams for successful customer outcomes borne out of a "can do” attitude and outlook
- Excellent written and verbal communication skills coupled with the ability to develop rapport and relationships at a variety of (external and internal) customer stakeholder levels
- Strong customer focus, with an ability to continually anticipate and meet their needs
Technical Capabilities
Windows Leaning - Lead Engineer
Required
- Experience of hosting web applications across a variety of Microsoft products
- A good understanding of Microsoft technologies. Windows Server, Active Directory, IIS, SQL
- Experience in architecting and managing production environments across Physical, Virtualised and Cloud technologies
- Experience configuring and troubleshooting high availability solutions, Microsoft Windows and SQL Clustering and load-balanced Web Farms
- A solid understanding of Enterprise class Networking, Virtualisation and Storage technologies
Desirable
- Industry qualifications such as MCSE highly desirable
- Experience of Windows and SQL Clustering
- Understanding of Linux Kernel or related operating systems highly beneficial
- DevOps methodologies; demonstrable ability to write and troubleshoot code in one or more of common languages like .NET, C#, F#, VisualBasic
- Scripting skills in Python, PowerShell or other versatile scripting language is desirable
- Ability to work with configurations management tools such as Chef, Puppet, Ansible, Salt
- Working knowledge of common hosted web and database technologies
- Understanding for agile software development methodologies and languages
- Knowledge of infrastructure as code - heat, cloud formation, terraform etc.
- Autoscaling knowledge
- Basic knowledge in monitoring (Graphite, Logstash, Zabbix, Nagios, SCCM, SolarWinds, Sensu etc.)
Linux Leaning - Lead Engineer
Required
- Experience in hosting web applications across a wide variety of Webserver and Database technologies such as Apache and MySQL
- In depth understanding of Linux Kernel, RedHat, Centos, Debian or Ubuntu (or other appropriate variant)
- Experience of architecting and managing production environments across Physical, Virtualised and Cloud technologies
- Experience configuring and troubleshooting high availability clusters using Red Had Cluster Suite
- A solid understanding of Enterprise class Networking, Virtualisation and Storage technologies
Desirable
- Industry qualifications such as RHCE highly desirable
- Experience with NGINX, Hadoop, Casandra, MongoDB or Oracle
- Knowledge of Microsoft Server Operating systems highly beneficial
- Scripting skills in Python, PowerShell or other versatile scripting language is desirable
- DevOps methodologies; demonstrable ability to write and troubleshoot code in one or more of the common languages like Java, Python, Ruby, Perl, PHP
- Ability to work with configurations management tools such as Chef, Puppet, Ansible, Salt
- Working knowledge of common hosted web and database technologies
- Understanding for agile software development methodologies and languages
- Knowledge of infrastructure as code - heat, cloud formation, terraform etc.
- Autoscaling knowledge
- Basic knowledge in monitoring (Graphite, Logstash, Zabbix, Nagios, SCCM, SolarWinds, Sensu etc.)
