Senior Lead Engineer

Customer Relationship & Support Hayes, Greater London


As a global leader in managed services across multi cloud platforms, Rackspace are looking for senior technical engineers, consultants, IT Managers or similar to join our Service Delivery Organisation.  Using your technical and service management skills to deliver ‘Fanatical Service’ to our Mid-Market\Enterprise customer segment. Working alongside a Service Delivery Manager, you will be responsible for the technical platform for your customers.  

In this fundamental and varied role, you will have the opportunity to utilise cutting edge technologies across a broad range of private and public cloud platforms.  By orchestrating Rackspace Support teams, you will manage complex problems, be a senior point of escalation and look to provide thought leadership for your customers, ensuring they are using best fit technology for their mission critical applications. You will be responsible for technical reporting and documenting of customer environments, thus providing proactive led service delivery engagements.

You will work with a Service Delivery Manager to build relationships with your customers and be highly focused on business and technical outcomes that improve customer satisfaction, mitigate contract churn and customer retention.

This is a very wide-ranging role, both from a technical and service perspective, thus we look to provide a good onboarding programme and further training via computer based learning and onsite training facilities.



  • Experience of hosting web applications across a variety of Microsoft products
  • A good understanding of Microsoft technologies. Windows Server, Active Directory, IIS, SQL
  • Experience of architecting and managing production environments across Physical, Virtualized and Cloud technologies
  • Experience configuring and troubleshooting high availability solutions, Microsoft Windows, SQL Clustering
  • Basic understanding of Load Balancers, Firewalls and other network technologies.
  • A solid understanding of Enterprise class Virtualization and Storage technologies
  • Experience working within various ITSM framework e.g. ITIL and some Development methodologies e.g. Agile
  • Basic ability to read and follow scripting code like PowerShell


  • Industry qualifications such as MCSE, MCSA, VCP, CCNA, AWS, Azure highly desirable.
  • Experience of Windows and SQL Clustering
  • Understanding of Linux Kernel. RedHat, Centos, Debian or Ubuntu
  • Understanding and experience of technical implementations on some Cloud Providers (Azure, AWS, Google Cloud)
  • Experience of hosting applications across a wide variety of Webserver and Database technologies.
  • Scripting skills in PowerShell or other versatile scripting language is desirable
  • Experience in DevOps methodologies;
  • Demonstrable ability to write and troubleshoot code in one or more of the following languages, Java, Python, Ruby, Perl, PHP
  • Experience with Container technologies like Docker, Kubernetes, Windows Containers or any of the Cloud implementations (like EKS, GKE, AKS or others)
  • Working knowledge with configurations management tools such as Chef, Puppet, Ansible, Salt Stack
  • Working knowledge of common caching and search technologies such as Memcached, Varnish, Elasticsearch
  • Understanding for agile software development methodologies and languages


  • Excellent communication skills, both written and verbal with great attention to detail
  • Tenacious problem solver will own issues until full resolution
  • Ability to handle multiple tasks and prioritise work in order to maintain required productivity levels
  • Willingness to research and self-study to keep technical skills relevant.
  • Self-motivated, enthusiastic team player.
  • Strong rapport and relationship building skills with both internal departments and external customers
  • A good level of business awareness and commercial acumen
  • Due to 24x7x365 operation, must be willing to be available for occasional out of hours escalation.
  • Understanding of IT industry working practices. ITIL foundation certification desirable
  • Some travel required, face to face customer meetings are required in a tbd recurrence


About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.