Serves as a single point of contact for technical consultation, for a designated customer base
Provides consulting service to customers, developing technical, tactical and strategic plans, related to systems definition and feasibility determination
Proposes and implements system enhancements, assessing the compatibility and integration of products/services proposed to ensure an integrated architecture across interdependent technologies
Provides escalation coverage for dedicated customer base
Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed
Career Level Summary
Requires conceptual knowledge of theories, practices, and procedures within a job discipline
Performs routine assignments using existing procedures
Receives instruction, guidance and direction from more senior level roles
Entry level to a professional career progression
Critical Competencies
Focusing on customers - Identifies individual customer needs by listening to and taking note of direct requests. Develops relationships with individual customers by responding to routine requests satisfactorily. Develops Solutions, based on past experience, to address customer needs
Investigating Issues - Takes advantage of opportunities for gaining new information, developing expertise and acquiring new skills relevant to own job. Does practical tasks well; learns on the job and from what has worked in the past. Demonstrates insightfulness about key issues impeding own work and looks at different ways to approach the improvements
Knowing my organization - Demonstrates basic understanding of the organization's primary product/service offerings. Demonstrates awareness of various internal networks that have an impact on own work. Acts in accordance with the organization's values and related behavioral expectations
Key Responsibilities
Responsible for collaboration with implementation teams with your assigned customers new builds
Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation process
Responsible for participation and collaboration with CSMs at; ASRs; QBRs; MSRs; creation and implementation of churn mitigation strategies; implementation calls for assigned customers
Informed on all technical support activities for assigned customers, including maintenance planning/execution, disaster recovery testing, security and compliance auditing
Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation
Other Incidental tasks related to the job, as necessary
P1 technical support including 24 x 7 on call as required
Person SpecificationKnowledge
Requires conceptual knowledge of theories, practices and procedures within a job discipline
Applies general knowledge of business developed through education or past experience
Knowledge of all Rackspace products, business units, and segments
Understands Rackspace's strategic partners, vision, and roadmap
Knowledge of competitors' offerings, as well as their strengths and weaknesses
Broad knowledge of IT systems in general, cloud and Internet technologies in particular, and the ongoing development of both
Skills
Skilled in collaborating and contributing to the selling processes and use of techniques in client interaction
Effective writing, editing, communication and interpersonal skills
Must be able to present technical and business concepts in a clear manner, and to communicate proficiently and work with internal SMEs when required to communicate proficiently with customers technical experts.
Good presentation skills, attention to detail, and follow-through techniques
Must be able to gain the trust and respect of customers in order to gain high-level strategic insight into their business
Ability to develop and maintain relationships with key external stakeholders at various business levels
Able to xe2x80x9cthink outside of the boxxe2x80x9d to work with others to consultatively and strategically architect IT systems to support customers' strategic goals
Preferred
Linux or Microsoft technologies, VMware, AWS, Azure, GCP