Rackspace Technology is hiring a
Cloud Administrator II

Summary

Rackspace is seeking a Cloud Administrator II to provide administration for cloud computing platforms, networks, and systems. The role involves technical support, troubleshooting, and adherence to company policies while ensuring customer satisfaction. The position is remote within certain states in Mexico.

Requirements

• Developing OS troubleshooting knowledge for Linux and Windows
• Developing expertise in a cloud computing platform, such as Azure, AWS, Google, Openstack, etc
• Developing knowledge to provide increased level of investigation into issues such as application servers, distributions, hosting servers, database servers, user audits, patches, and upgrades
• Developing understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux
• Basic ability with cross platform troubleshooting tasks such as virtualization, containers, disk storage, encryption, security, network connectivity, NFS, DNS, SSL/TLS, firewalls, and load balancers
• Basic knowledge of DevOps and/or Micro-services with at least one technology including Chef, Puppet, Ansible, Docker, Kubernetes, Azure Container Service etc
• Basic understanding of patching - documents changes based on requests for change
• Basic ability to apply change control procedures
• Requires AWS, Azure, GCP, Openstack, or other cloud computing certification
• Required Experience: • 1 – 2 years of Cloud or System Operations Administration experience

Responsibilities

• Provides 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
• 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
• 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
• Collaborate and share knowledge with other administrators on the support floor