Rackspace AWS Cloud Engineer in Hayes, United Kingdom
Overview & Responsibilities
As the #1 Managed Cloud Company, Rackspace is hiring AWS Operations Engineers to deliver Fanatical Support with Amazon Web Services. Fanatical Support for AWS includes a wide range of services and features to help customers make the most out of their chosen hosting strategy. Using your deep technical expertise, you will help customers optimise their workloads by providing application focused assistance in build, deploy, integrate, scale and heal using native AWS and 3 rd party tool-chains and automation oriented agile principles.
In addition to advice and guidance, in this role you help differentiate Fanatical Support, through hands-on assistance with these common automation integration tool chains that help solve common run time issues with patching, monitoring, backups, virtual machines, operating systems and common applications. You will look for opportunities to help customers integrate their applications with AWS, from application development, through to deployment and hosting.
Initially part of the role will also include assisting the DevOps Automation Engineers with supporting the Windows customer base during the DevOps transition to Professional Services.
With the support of other Rackspace implementation, technical and delivery specialist roles, you will work to provide a seamless Managed Cloud experience, going above-and-beyond to exceed your customer’s expectations, and preserve the unique service experience Rackspace provides.
You will be responsible for supporting customers with infrastructure tasks including provisioning Cloud environments (Server, Networking and Storage), performing upgrades, and addressing day-to-day customer issues via phone and
Strong demonstrable experience and skills in the following areas are either mandatory or beneficial.
Working knowledge of Amazon Web Services Products & Services
Excellent working knowledge of Windows operating systems including PowerShell scripting, experience of supporting and troubleshooting issues and performance
Intermediate understanding of central networking concepts: VLANs, layer2/3 routing, access lists & load balancing
Good understanding of Design of native Cloud applications, Cloud application design patterns and practices
AWS Technical or Business Professional Accreditation
Desirable but not essential
AWS Certified Solutions Architect Associate, AWS Certified Solutions Architect Professional accreditations
Certification in AWS (Architecting on AWS, Developing on AWS, Systems Operations on AWS etc.)
Good understanding of Windows DSC Automation
Good understanding of one or more programing languages
Knowledge of application and platform performance analytics tools such as AppDynamics or NewRelic
Knowledge of hybrid Cloud technologies.
Ability to build a strong rapport with customer and internal support teams in a Managed services environment
Excellent verbal and written communication and documentation skills with great attention to detail and accuracy
Willingness to research and self-study to keep technical skills relevant
A strong desire to learn new technologies and deliver excellent customer outcomes through technical expertise
2+ years of IT experience in hosting infrastructure and applications
Bachelor’s degree in computer science or engineering related field or equivalent work experience
Build, operate and support AWS Cloud environments
Respond to customer support requests via tickets and phone calls within response time SLAs
Ticket Queue Management and Ticket triaging – escalating to senior engineers when required & handing over ongoing issues to 24x7 shifts
Troubleshoot performance degradation or loss of service as time critical incidents
Assist customers in the configuration of backup, patching and monitoring of servers and services
Build customer solutions, leveraging automation and delivery mechanisms for efficiency and scalability
Drive strong customer satisfaction (NPS) through Fanatical Support
Ownership of issues, including collaboration with other teams and escalation
Support the success and development of others in the team
Req # 34689
Location(s) UK-Greater London-Hayes