Cloud Administrator - III

September 19

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Rackspace Technology

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IT as a Service • Multi-Cloud • Managed Hosting • Managed AWS/Azure/Google Cloud Platform/OpenStack/Alibaba • Managed Private Cloud for VMware/Microsoft/OpenStack

5001 - 10000

Description

• Provide administration for cloud computing platforms, networks, and systems. • Responsible for delivering a great customer experience. • Serves as an escalation point to provide technical support to customers over chat, phone and via support tickets. • Responsible for responding to the Rackspace global support ticket queues and completing first line resolution to issues in scope. • Expected to follow process, display good judgment in decisions and to create and maintain customer loyalty by going above and beyond the customer’s expectation. • Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed. • Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing. • Secure, administer, and improve customer technical issues which can include cloud platform and infrastructure services, user management and permissions, or other software issues. • Troubleshoot monitoring alerts and create tickets accordingly. • Act as an escalation point for techs inside and outside the team encouraging peers to participate in problem solving. • Escalate support requests according to escalation procedures. • Perform incident management identification, assist in managing and escalation. • Ensure adherence to customer & SLA commitments. • Manage personal ticket cue and monitor ticket response times and take appropriate actions to ensure team response time targets are met. • Collaborate with Account Managers and Business Development Consultants to build strong customer relationships.

Requirements

• 3 years of related experience to the duties of the role. • Requires AWS, Azure, GCP, Openstack, or other cloud computing certification. • Proficient OS troubleshooting knowledge for Linux and Windows. • Proficient expertise in a cloud computing platform, such as Azure, AWS, Google, Openstack, etc. • Proficient knowledge to provide increased level of investigation into issues such as application servers, distributions, hosting servers, database servers, user audits, patches, and upgrades. • Proficient understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux. • Developing ability with cross platform troubleshooting tasks such as virtualization, containers, disk storage, encryption, security, network connectivity, NFS, DNS, SSL/TLS, firewalls, and load balancers. • Developing knowledge of DevOps and/or Micro-services with at least one technology including Chef, Puppet, Ansible, Docker, Kubernetes, Azure Container Service etc. • Developing understanding of patching - documents changes based on requests for change. • Developing ability to apply change control procedures. • Requires broadened technical skills in analytical/ scientific methods or operational processes to perform a defined array of activities. • Understands how the team integrates with others to accomplish the team objectives.