JOB DESCRIPTION:

The Lead Engineer is responsible for providing industry leading Fanatical Experiences to a dedicated account base of customers.  Customers host critical websites with us and have a high expectation for the level of service provided.  As the customer’s primary technical point of contact with Rackspace the Lead Engineer role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded.

The role of the Lead Engineer (LE) is to provide hands on technical support for large and complex problems as well as being a proactive and consultative resource to help customers plan for their future growth and the utilization of new technologies.  This role owns the technical support of the customer, coordinating routine and non-routine services and ensuring completion of tasks and projects.  Success in the role requires:

·       A passion for the latest Internet and Hosting technologies

·       In depth knowledge of VMWare, Windows and/or Linux operating systems and their application in a web hosting environment

·       A creative approach to problem solving

·       Effective communication skills at all levels, technical through to non-technical directors

·       Commercial and business acumen

JOB REQUIREMENTS:

Technical Capabilities Required

·       5 to 8 years of experience in supporting enterprise customer infrastructure

·       In depth understanding of VMware, SDDC, Windows and/or Linux operating systems and their application in a hosting environment

·       A solid understanding of enterprise class Infrastructure, Virtualization, Networking, Storage & Backup and DR concepts, tools, and technologies in private cloud

·       Experience in managing production environments across Physical, Virtualized technologies

·       Experience in replication solutions like SRM & Zerto, and monitoring solutions (Zabbix, Nagios, Nimbus etc.)

·       Working knowledge of common hosted web and database technologies

·       Basic knowledge in

·       Past experience in delivering private cloud systems to Enterprise businesses with expertise in infrastructure solution, build and implementation

·       Excellent communication skills with experience in customer and stakeholder management

Key Accountabilities

·       Works in a fast-paced environment where priorities shift quickly

·       Assumes responsibility for the smooth operation of mission critical customer solutions

·       Pro-actively seeks opportunities to review and improve solution architecture

·       Supports the Service Delivery Manager in managing the customer relationship

·       Leads technical teams to deliver project and BAU activities

·       Ensures appropriate technical documentation is in place to support 1st to 3rd line troubleshooting

·       Attends and participates in regular service review meetings

·       Acts as final point of escalation for technical issues; and resolves those technical issues at root cause

·       Supports the 24x7x365 operation of the business by being available for occasional out of hours work

·       Responsible for adhering to company security policies and procedure as directed

Key Performance Indicators

·       Strive towards a world class target of 80% for the Net Promoter Score

·       Ensure high End of Ticket Ratings through clear and concise support documentation

·       Engagement of every customer within customer portfolio at a minimum once per quarter

·       Ensure customers realize the value of Rackspace and Fanatical Support™ through pro-active architecture reviews and consultancy work