The Enterprise Segment is responsible for providing industry leading Fanatical Support™ to Rackspace’s Enterprise level customers. Enterprise customers host critical websites with us and have a high expectation for the level of service provided. As the customer’s primary point of contact with Rackspace the Service Delivery Manager role is pivotal in delivering this and ensuring that the customer’s expectations are exceeded.
The Custom team sits within the Enterprise organisation managing a select number of accounts, these accounts are a combination of high MRR (Monthly Re-occurring Revenue) and/or are identified as being a long term strategic account for Rackspace. Typically these customers are far more complex than the majority of customers in Rackspace. As a result the account team has to work very closely with the business to accommodate customer requirements.
The role of the Lead Infrastructure Engineer 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 utilisation of new technologies. Success in the role requires: