AWS Cloud Administrator II

Job Profile Summary

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. Expected to follow process, display good judgment in decisions and to create and maintain customer loyalty by going above and beyond the customers expectation. 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 skills to perform a defined set of analytical scientific or operational processes

Applies experience and skills to complete assigned work within own area of expertise

Leverages standard operating procedures and/or scientific methods

Works with a moderate degree of supervision

Critical Competencies

• Service Delivery Effectiveness: Understands where service gaps can occur within scope of own work
• Value Analysis: Provides customers with basic, standard information regarding products/offerings

Knowledge:

• Developing OS troubleshooting knowledge for Linux and Windows
• Developing expertise in a cloud computing platform, such as AWS
• 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 broadened technical skills in analytical/ scientific methods or operational processes to perform a defined array of activities
• Understands how the team integrates with others to accomplish the team objectives

Key Responsibilities

• Other Incidental tasks related to the job, as necessary.
• Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
• 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
• Act as an escalation point for techs inside and outside the team encouraging peers to participate in problem solving
• 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
• Provide Fanatical Experience to customers in all the above

Skills:

• Critical Competencies
• 4-6 years of Cloud or System Operations Administration experience in a client-centric ticket queue environment
• Self-motivated with a strong desire to learn and improve both technical and people skills
• Strong verbal and written communication skills and the ability to communicates basic technical information with team members
• Strives for performance improvements in oneself and peers
• Leads by example and motivates team members
• Organizational skills with the ability to provide quality at pace
• Ability to handle multiple tasks and prioritize work under pressure
• Ability to work at a team level as well as an individual level
• Ability to interact confidently with more senior and/or skilled areas of the business
• Able to communicate constructive feedback effectively
• Ability to adapt to changing business and technology requirements.
• Sound problem solving and troubleshooting skills