Customer Success Engineer III - IN

Rackspace Technology; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Career development opportunities

Flexible work schedule

Health benefits

Job summary

A leading cloud solutions provider is seeking an experienced technical advisor to manage and enhance VMware private cloud environments. Responsibilities include leading service reviews, strategizing cloud migrations, and ensuring operational health across various customer environments. The ideal candidate has over 10 years of experience in system administration and expertise in VMware technologies. A Bachelor's degree in a related field and strong communication skills are required. This full-time role is based in Gurugram, Haryana, and offers opportunities for career stabilization and professional growth.

Qualifications

• 10+ years of experience in System Administration and Consulting.
• Expert-level knowledge of VMware and virtualization technologies.
• Good collaboration skills in client interactions.

Responsibilities

• Lead Monthly and Quarterly Business Reviews with customers.
• Define and drive VMware migration and upgrade strategies.
• Ensure compliance with VMware architecture and security standards.

Skills

Strong writing and communication skills

Ability to present complex technical concepts

Relationship management with stakeholders

Problem-solving and analytical skills

Education

Bachelor’s Degree in a field related to the role

Tools

VMware vSphere

CommVault

Linux+

Datadog

Job description

Job Family Summary

• Serves as a single point of contact for technical consultation for a designated customer base in Private Cloud
• 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 to ensure 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 in-depth conceptual and practical knowledge in Private Cloud discipline and basic knowledge of related job disciplines
• Solves complex problems, works independently with minimal guidance, may lead projects or project steps within a broader project or have accountability for ongoing activities or objectives
• Acts as a resource for colleagues with less experience
• Level at which career may stabilize for many years or until retirement

Critical Competencies

• Focusing on customers – anticipates current customer needs, identifies preferences, develops long‑term relationships with key customers, creates customized solutions for complex service offerings
• Investigating issues – seeks new opportunities to develop expertise, assimilates knowledge quickly, finds workable methods, identifies ways to improve and trusts intuition about optimal methods
• Knowing the organization – demonstrates advanced knowledge of the organization’s products and services, helps the team understand key features and benefits, understands team structure, promotes organizational values and demonstrates expected behaviors

Key Responsibilities

• Lead and deliver Monthly Service Reviews (MSR) and Quarterly Business Reviews (QBR) with customers, presenting infrastructure performance, availability metrics, and service improvement recommendations
• Develop, maintain, and execute the Technical Account Plan (TAP) aligned with customer business goals, VMware architecture standards, and cloud strategy
• Define, plan, and drive VMware migration and upgrade strategies (vSphere, vSAN, NSX, vRealize Suite, Aria Operations, SDDC, etc.) to ensure seamless transitions and minimal service disruption
• Act as the primary technical advisor and escalation point for the customer’s VMware private cloud environment; proactively manage data store capacity, ESXi/VM performance, network bandwidth utilization, backup and patching, vulnerability management, and remediation
• Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation
• Drive major technical events, including upgrades, migrations, DR tests, and incident recovery; coordinate across technical, support, and operations teams; oversee plans for switches, firewalls, load balancers, vCenter, ESXi, Zerto configuration for replication and DRE
• Perform proactive health checks and capacity assessments using VMware tools and telemetry data to identify risks, optimization opportunities, and performance trends
• Collaborate with product, engineering, and support teams to resolve complex VMware infrastructure issues and track corrective actions to closure
• Ensure compliance with VMware architecture best practices, security standards, and lifecycle management policies
• Identify and implement service improvement initiatives focused on availability, resilience, automation, and performance optimization
• Provide technical enablement and knowledge transfer to customer teams, helping them maximize value from VMware technologies
• Stay up to date with VMware roadmap, product enhancements, and emerging technologies to guide customers on modernization and transformation initiatives
• Collaborate with implementation & solutioning teams on customer new builds
• Support client executives in preparing customer visits and creating customer quotes
• Maintain customer technical documentation: environment runbooks, AMGs, DMGs, architecture diagrams, post‑sales high‑level design as part of implementation process
• Remain informed on account plans for assigned customers, including participation in advisory implementation calls
• Collaborate with CSMs during ASRs, QBRs, MSRs; create and implement churn mitigation strategies; participate in implementation calls for assigned customers
• Own technical projects that improve customer experience; perform P1 technical support including 24/7 on‑call as required

Person Specification

Knowledge

• Requires in‑depth conceptual and practical knowledge in Private Cloud, virtualization, and basic knowledge of related technologies
• Expert‑level knowledge of VMware vSphere, vCenter, ESXi, SDDC and tools like vMotion, DRS, HA, SRM & Zerto
• Deep understanding of Windows Server OS, Active Directory, Group Policy, and other core services
• Understanding of networking, network devices and usage of switches, firewalls, load balancers
• Experience with backup and recovery tools like CommVault or similar
• Knowledge of best practices and how the area integrates with others; awareness of competition and differentiation factors
• Knowledge of all Rackspace products, business units, and segments
• Understanding of Rackspace’s strategic partners, vision, and roadmap
• Knowledge of competitors’ offerings, strengths, and weaknesses
• Broad knowledge of IT systems in general, private cloud and Internet technologies in particular, and ongoing development of both
• Must have conversational knowledge of business finance, particularly as it relates to information technology

Skills

• Good collaboration and contribution skills in selling processes and client interactions
• Strong writing, editing, communication and interpersonal skills
• Ability to present technical and business concepts clearly; communicate proficiently with technical experts on a wide variety of IT subjects
• Strong presentation skills, attention to detail, and follow‑through techniques
• Ability to gain trust and respect of customers to obtain high‑level strategic insight into their business
• Ability to develop and maintain relationships with key external stakeholders at various business levels
• Capable of “thinking outside the box” to consultatively and strategically architect complex IT systems to support customers’ strategic goals

Education

Bachelor’s Degree in a field related to the role

Certifications

• MCSA, MCSE
• VMware, VMware SDDC, VMware SRM / Zerto
• Datadog
• Linux+, RHCSA, RHCE
• ITIL

Experience

• 10+ years of experience in System Administration, Consulting, and Implementation
• Multi‑vendor breadth knowledge
• Experience handling multiple tasks/projects
• Experience working directly with key customer stakeholders
• Experience presenting technical information to a wide range of customer stakeholders
• Preferred: Relevant hosting experience and working in a managed services environment

Physical Demands

• General office environment: no special physical demands required
• May require long periods sitting and viewing a computer monitor
• Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations

Travel

Occasional domestic/international travel, less than 10%

Seniority level

• Not Applicable

Employment type

• Full‑time

Job function

• Management and Manufacturing

Industries

• IT Services and IT Consulting

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