JOB DESCRIPTION:
As the #1 Managed Cloud Company, Rackspace is hiring AWS/Azure Cloud Administrators to deliver Fanatical Support with Amazon Web Services and Azure. Fanatical Support for AWS/Azure includes 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 AWS/Azure 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 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 AWS/Azure Products & Services, Scaling, Load Balancing, CDNs, Networking etc
· Intermediate working knowledge of Windows or Linux operating systems – experience with supporting and troubleshooting stability and performance issues
· Working knowledge of AWS and Azure IaaS services, good hands-on with Compute, Networking, Storage services.
· Intermediate understanding of design of native Cloud applications, Cloud application design patterns and practices
Key Accountabilities
Maintain stability of Azure/AWS Cloud environments
Respond to customer support requests via tickets and phone calls within response time SLAs
Working on L2 level of Incidents raised by customers or created thru automation/monitoring.
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
Customer Satisfaction scores - NPS
Performance indicators – Ticket queues, response times, first time fix
Quality indicators – Peer review, customer feedback
PERSON SPECIFICATION:
Technical achiever with a strong work ethic, creative, collaborative, team player
An intermediate background in AWS/Azure and/or demonstrative hosting-specific technical skills:
o Compute and Networking
o Administration and Security
At least one AWS/Azure industry standard certification (Associate, Professional, or Specialty)
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
