A Lead Cloud Infrastructure Engineer is a specialist in large-scale, complex, and distributed web infrastructure that engages in direct customer communications regarding the availability, scalability, reliability, and performance of their applications running on Managed Public Cloud. This role is an exciting challenge for someone who thrives on working with customers, leading operation & technical support in incident management and driving technical improvements for our customers.

You will proactively identify performance issues and likely points of failure as well as to resolve critical application-level issues impacting availability. The Lead Cloud Infrastructure Engineer is also responsible for developing, proposing, testing, and implementing solutions for the infrastructure and application framework that will ensure maximum performance and uptime of customer applications.

This role also serves as an escalation point on the team for difficult or highly complex issues that exceed the technical ability of other Managed Public Cloud support engineers. You will work with multiple teams inside and outside of Rackspace, including decision makers, developers, system administrators, non-technical teams and systems integrators on a daily basis, acting as the conduit between the customer and the infrastructure teams at Rackspace. There are opportunities to work on innovative and challenging projects within different areas of the business.

Please note Permanent Residency or Citizenship in Singapore is required for this role.

Key Responsibilities
  • Create and maintain customer loyalty by serving our customers above and beyond their expectations
  • Pro-actively seek opportunities to review solution architecture then put forward and implement proposals for improvement
  • Serve as a consultative resource for customers to assist them in achieving their business objectives by providing solution design/review and implementation/optimization for Cloud solutions
  • Support the Customer Success Managers in customer projects
  • Respond to support requests and co-ordinate Rackspace/Customer support teams where appropriate
  • Ensure appropriate technical documentation is in place for customer solutions
  • Provide support in tuning applications and infrastructure
  • Design, develop, test, and implement new configurations, architectures, and standards
  • Provide guidance, to customers, 3rd party integration specialists, and/or internal teams, on solutions to increase application availability, redundancy, scalability, and performance
  • Assist customers and internal teams to automate processes and incorporate devops methodologies
  • Provide leadership and guidance when customer application-level downtime issues arise
  • Show ownership of issues through resolution and maintain customer loyalty by serving customers via phone, tickets, and email

Key Requirements
  • Tenacious problem solver, will own issues until full resolution
  • Excellent communication and presentation skills, with great attention to detail
  • High energy level and creative problem-solving abilities, coupled with a desire to take on responsibility
  • Strong rapport and relationship building skills with both internal departments and external customers
  • Ability to handle multiple tasks and prioritize work in order to maintain required productivity levels
  • Strong AWS knowledge with minimum 3-5 years hands on experience, ideally with relevant certifications
  • Background in development, infrastructure, systems administration and/or operations, ideally with relevant certifications
  • Must be willing to be available for occasional out of hours work


About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

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