Position Type: Computer and Information Technology
Cloud Engineer II-IN (R-12175)
Rackspace Technology
Job Family Summary The Cloud Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to internal infrastructure. This role owns medium to complex issues which may take time to resolve. Responsible for the support of internal multiple platforms. Work with Support Teams to troubleshoot various issues. Develops tooling and processes to drive and improve customer experience, creates playbooks, and providing mentoring on customer related issues to support teams. The Support Engineer is expected to take initiative and advise on potential pitfalls that may be encountered and suggest alternatives which may better serve the stability and security of Rackspace virtualization solutions. Keeps informed of emerging technologies. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Career Level Summary
Requires working knowledge and experience in own job discipline and broadens capabilities
Continues to build knowledge of the company, processes, and product offerings
Performs a range of assignments related to job discipline
Uses learned and prescribed guidelines or processes in analyzing situations
Receives a moderate level of guidance and direction
Undertakes projects as part of a team or directly assigned, and is responsible for timelines and outcomes Critical Competencies
Systems Thinking: Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process, and technology) are identified and accounted for
Idea Creation: Provides ideas and features for new solutions, methods, and products to update what existed prior
Key Responsibilities
Technical point of escalation to the Cloud Administrators and Engineers within the team, as well as the VMware Operations Team; resolving issues, working in collaboration with partners across the business, as required
Lead functional business continuity/transformational projects and other engagements (both technical and non-technical), delivering key objectives for the Cloud Function
Monitor and provide maintenance for all related infrastructure
Ensure the control, integrity, and accessibility of the cloud environment for the enterprise
Lead tasks relating to system architecture enhancements, problem management, process improvement, reporting, and infrastructure
Lead Workload/Workforce Management and Optimization related tasks
Mentor and assist Rackers across the Cloud Function
Quality check development of technical training for all Rackers supporting Rackspace Supported CLOUD Products
Provide technical expertise underpinning communications targeting a range of stakeholders - from individual contributors to leaders across the business
Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
Collaborate and share knowledge with other Engineers and Administrators on the support floor
Person SpecificationKnowledge
Experience working with the VMware vSphere Suite
Intermediate knowledge of Linux or Windows OS
Intermediate knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems
Intermediate knowledge of Project Management methodologies
Intermediate understanding of services and protocols, configuration, management, and troubleshooting of hosting environments
Intermediate knowledge in the application of current and emerging network software and hardware technology and protocols
VMWare Platformo Intermediate experience (Hands-on) of the vSphere platformo Basic networking skillso Basic working knowledge of fibre channel SANS, NFS and vSANo Basic knowledge of vROPSo Basic working knowledge of HP/DELL Server hardware platforms
Requires expanded conceptual knowledge in own job discipline and broadens capabilities
Understands key business drivers; uses this understanding to accomplish own workSkills
Passionate about technology and has a desire to constantly expand technical knowledge
Detail-oriented in documenting information and able to own customer issues through resolution
Able to handle multiple tasks and prioritize work under pressure
Demonstrate sound problem-solving skills coupled with a desire to take on responsibility
Strong written and verbal communication skills, both highly technical and non-technical
Ability to communicate technical issues to nontechnical and technical audiences
Fluency in multiple languages is a plus
EducationRequired
Bachelor's degree in Computer Science, Management Information Systems, or a related technical field
At the Manager's discretion, 2 to 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.
2-4 years of technical engineering and administration experience with a minimum of 1 - 2 years commercial experience as a systems administrator
Experience with cloud platforms
Intermediate experience in VMware virtual systems Preferred
Technical customer support experience in a cloud hosting/technology environment
Physical Demands
General office environment: no special physical demands required
May require long periods sitting and viewing a computer monitor
May require work on non-traditional shifts
Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations
A willingness to work weekends and/or holidays when required as the business dictates
Travel
Occasional domestic travel, less than 10%
About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world's leading technologies - across applications, data and security - to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.
More on Rackspace TechnologyThough we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and 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 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.Apply for this job
