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