AWS Cloud Engineer - Gurgaon - Rackspace - 3

Job Description

Description

At Rackspace we pride ourselves on our ability to deliver fanatical support - this means our support team blends technical expertise and strong customer oriented professional skills. Being successful in this role requires:

• Working knowledge of Amazon Web Services Products Services, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Networking etc
• Excellent working knowledge of Windows or Linux operating systems - 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

JOB REQUIREMENTS:

Key Accountabilities

• 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

Key Performance Indicators

• Customer Satisfaction scores - NPS
• Performance indicators - Ticket queues, response times, first time fix
• Quality indicators - Peer review, customer feedback

PERSON SPECIFICATION:

• Technical achiever with a strong work ethic, creative, collaborative, team player
• A strong background in AWS and/or demonstrative hosting-specific technical skills:
  • Compute and Networking
  • Storage and Content Delivery
  • Database
  • Administration and Security
  • Deployment and Management
  • Application Services
  • Analytics
  • Mobile Services
  • CloudFormation
• At least one AWS Certification
• Strong communications skills, written and verbal
• Passion for technology and desire to learn
• Ability to prioritize under pressure
• Sound problem solving ability
• Strong documentation skills
• Process improvement - identification solution
• Educated to degree level or equivalent is an advantage
• Potential to work weekends and flexible hours

Job Classification

Industry: IT-Software, Software Services
Functional Area: IT Software - Other,
Role Category: Other
Role: Other
Employement Type: Full time

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Post Graduation Not Required
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required

Contact Details:

Company: Rackspace
Location(s): Noida, Gurugram

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Keyskills:   Automation Networking Linux Process improvement Customer support Windows Troubleshooting Load balancing Analytics Monitoring