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Cloud Operations Specialist
hace 2 meses
Rackspace Technology is seeking a skilled Cloud Administrator II to provide administration for cloud computing platforms, networks, and systems. This role involves delivering exceptional customer experiences, serving as an escalation point for technical support, and responding to global support ticket queues.
Key Responsibilities:- Service Delivery Effectiveness: Identify and address service gaps within the scope of work.
- Value Analysis: Provide customers with accurate information regarding products and offerings.
- Technical Issue Resolution: Resolve or escalate level-appropriate technical issues for customers via phone and ticketing.
- Cloud Platform Administration: Secure, administer, and improve customer technical issues related to cloud platforms and infrastructure services.
- Troubleshooting: Identify and resolve monitoring alerts and create tickets accordingly.
- Escalation and Incident Management: Act as an escalation point for techs inside and outside the team, and assist in managing and escalating incidents.
- Customer Commitments: Ensure adherence to customer and SLA commitments.
- Personal Ticket Queue Management: Manage personal ticket queue and monitor ticket response times to ensure team response time targets are met.
- Collaboration: Collaborate with Account Managers and Business Development Consultants to build strong customer relationships.
- Knowledge Sharing: Collaborate and share knowledge with other administrators on the support floor.
- OS Troubleshooting: Develop expertise in troubleshooting Linux and Windows operating systems.
- Cloud Computing: Develop expertise in a cloud computing platform, such as Azure, AWS, Google, or Openstack.
- Investigation and Analysis: Develop knowledge to investigate and analyze issues related to application servers, distributions, hosting servers, database servers, user audits, patches, and upgrades.
- OS Specific Knowledge: Develop understanding of OS-specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux.
- Cross-Platform Troubleshooting: Develop 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.
- DevOps and Micro-Services: Develop basic knowledge of DevOps and/or Micro-services with at least one technology, including Chef, Puppet, Ansible, Docker, Kubernetes, or Azure Container Service.
- Patching and Change Control: Develop basic understanding of patching and apply change control procedures.
- Technical Skills: Requires broadened technical skills in analytical/scientific methods or operational processes to perform a defined array of activities.
- Team Integration: Understand how the team integrates with others to accomplish team objectives.
- Required Experience: 1-2 years of Cloud or System Operations Administration experience.
- Certification: Requires AWS, Azure, GCP, Openstack, or other cloud computing certification.
This is a permanent remote job, and the ideal candidate should be based in Mexico at one of the following locations: Ciudad de Mexico, Jalisco, Nuevo Leon, Aguascalientes, Queretaro, Estado de Mexico, or Puebla.
Rackspace Technology is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity and promotes equal opportunities for all employees.
