CLOUD ADMINISTRATOR

Rack SpaceAustin Texas20d ago

Cloud Administrator

System Administration / Engineering  San Antonio, Texas  Austin, Texas


Description

The Rackspace Managed Public Clouds team provides industry leading Fanatical Support™ to Rackspace customers as part of a global team. As the #1 Managed Cloud Company, Rackspace is hiring Cloud Administrators to deliver Fanatical Support to customers on some of the industry leading cloud platforms including Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP). These cloud platforms include a wide range of services and features to help customers make the most out of their chosen hosting strategy. Using your technical expertise, you will help customers maintain their application stability and assist with rapid changes using native platform and 3rd party tools. 

Through a hands-on approach, you will be responsible for supporting customers with tasks including: responding to application and infrastructure down time alerts, performing limited environment and OS changes, and interacting with customers via tickets and phones. 

At Rackspace we pride ourselves on our ability to deliver fanatical support - this means our support team blends technical expertise and strong customer oriented professional skills. Being successful in this role requires: 

  • Working knowledge of products & services within AWS, Azure, and/or GCP
  • Working knowledge of cloud architectural best practices including Scaling, Load Balancing, CDNs, and Networking 
  • Intermediate working knowledge of Windows or Linux operating systems – experience with supporting and troubleshooting stability and performance issues 
  • Basic understanding of central networking concepts: VLANs, layer2/3 routing, access lists & load balancing 
  • Intermediate understanding of design of native Cloud applications, Cloud application design patterns and practices 

JOB REQUIREMENTS:

  • Maintain stability of cloud platform environments 
  • Respond to customer support requests via tickets and phone calls within response time SLAs 
  • Ticket Queue Management and Ticket triaging – escalating to engineers when required & handing over ongoing issues to 24x7 shifts 
  • Troubleshoot performance degradation or loss of service as time critical incidents 
  • Ownership of issues, including collaboration with other teams and escalation 
  • Support the success and development of others in the team 

Key Performance Indicators 

  • Performance indicators – Ticket queues, response times, first time fix 
  • Quality indicators – Peer review, customer feedback
  • Customer Satisfaction scores - NPS 

PERSON SPECIFICATION:  

  • Technical achiever with a strong work ethic, creative, collaborative, team player
  • An intermediate background in one of three cloud platforms: AWS, Azure or GCP and/or demonstrative hosting-specific technical skills: 
  • Compute and Networking 
  • Administration and Security 
  • At least one industry standard certification with AWS, Azure, or GCP 
  • Strong communications skills, written and verbal 
  • Passion for technology and desire to learn 
  • Ability to prioritize under pressure
  • Sound problem-solving ability 
  • Strong documentation skills 
  • Process improvement – identification & solution 
  • Educated to degree level or equivalent is an advantage 
  • Potential to work weekends and flexible hours 


#LI-BPAbout 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.