Rackspace

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Custom Systems Engineer

Custom Systems Engineer

Req # 
36188
Location(s) 
UK-Greater London-Hayes
Category 
Customer Relationship & Support

Job Overview

Overview & Responsibilities

The purpose of the Custom Systems Engineer (CSE) within the Custom family is broadly to support the Service Delivery function in Enterprise and ultimately improve the customer’s Fanatical Support experience. Custom’s Lead Engineers (LE) and Service Delivery Managers are ultimately responsible for managing our largest clients. We need our LEs to focus on the proactive and consultative elements of the role, and the CSEs enable them to do so. Their responsibilities include:

 

  • Taking on and owning to completion discreet pieces of work (projects, changes, migrations and transformation activities) while liaising with peers in other technical disciplines. These tasks will often take several days, or even weeks, to bring to completion, rolled out as a result of an agreed pipeline of work between the Custom Operations Manager and the Account teams
  • Having a deep knowledge of aligned Custom accounts, their specific support needs and current issues
  • Acting as a point of technical escalation from the Support teams for Custom account operational issues
  • Seeking out and development of tools which automate (data generation and) the processes followed in the support provided to all customers, leading to a reduction of risk and repetition
  • Administration and support of tools which provide information on system health checks and from an auditing capacity, information which can be sent to both the customer and the Account teams
  • Disseminating pertinent information about Custom accounts to the broader support teams
  • Supporting LEs and SDMs with escalations, consultation and implementations
  • Providing general incident response and root-cause problem management – including supporting Major Incident Managers and RCA Facilitators in the resolution of complex incidents, as well as perform root cause analysis.
  • Working together with the Service Delivery and Professional Services teams on consultative work – ideation, preparation, planning and presentation.
  • As part of this, working with the Operations Manager to grow the revenue contribution of the Professional Services element of the CSE role, to the financial health and Install Base Growth (IBG) of the Custom department
  • Representing various technical functions and interests in process/policy discussions on behalf of Custom and our customers internally across Rackspace.
  • Creating and maintaining customer loyalty by serving customers above and beyond their expectations.

Qualifications

PERSON SPECIFICATION:  

 

  • Expert in your OS of specialization, but interested in learning about relevant components of others.
  • Creative, detail oriented and tenacious problem solver.
  • Needs to be able to demonstrate a strong working knowledge of complementary technologies: Databases, networking, storage and backup technologies.
  • Understand when one of these technologies is likely to be an obstacle to a proposed solution and identify what is required to address this.
  • Strong understanding of the Rackspace product portfolio.
  • Able to demonstrate an understanding of our competitors’ Cloud and hosting offerings and can converse on the topic.
  • Excellent problem solving abilities, coupled with a desire to take on responsibility.
  • Scripting skills in Python, PowerShell or other versatile scripting language is desirable.
  • Ability to handle multiple tasks and prioritise work in order to maintain required productivity levels.
  • Ability to create and maintain detailed documentation.
  • The desire to continually expand knowledge of new developments and trends; make recommendations to management on desirable additions and developments.
  • The desire to continually expand knowledge of newer products and services developed by Rackspace to support a better customer experience, such as FAWS and FAZURE
  • Equally comfortable with working with a team or solo.
  • Willing to share your knowledge and experience and prepared to mentor your peers.
  • A self-starter who takes full ownership and accountability, while being happy to regularly interact with customers.
  • Possesses good written and verbal communication skills; language skills are a plus, but not required.