Career Level Summary
- Recognized as an expert within the company and requires in-depth and/or breadth of expertise in own job discipline and broad knowledge of other job disciplines within the organization function
- Solves unique problems that have a broad impact on the business
- Contributes to the development of organizational sub-function strategy
- Progression to this level is typically restricted on the basis of business requirements
Critical Competencies
- Excellence: Exceeds expectations by consistently demonstrating accountability, discipline, high performance, and a proven track record of exceptional results.
- Customer-driven: Prioritizes customer needs and satisfaction through collaborative and proactive problem-solving, and an unwavering commitment to customer success.
- Expertise: Possesses deep understanding of customer needs and continually grows and enhances skills to provide customer-focused solutions.
- Agility: Quickly adapts and responds to dynamic customer needs and expectations through innovative solutions.
- Compassion: Cultivates a positive and supportive environment to effectively work together towards a common goal, fostering trust within Rackspace and with external stakeholders.
Key Responsibilities
- Other Incidental tasks related to the job, as necessary.
- Technical point of escalation to the Cloud Support and Engineering teams; resolving customer
- issues, working in collaboration with partners across the business, as required
- Create and deliver customer solutions that maintain, deploy, upgrade, and troubleshoot
- infrastructure solutions
- Participate in and define future state end-to-end architectures, platforms, products, tools, and solutions to advance security capabilities
- Work closely with customers in the pre-implementation process to design and architect desired customer solutions which require products which may not currently be in the supported product portfolio.
- Research, plan and coordinate complex maintenance activities
- Lead analysis effort to support and drive Root Cause Analysis (RCA) exercises to drive process & technology improvements related to systems support products.
- Review vendor support escalations to identify training opportunities
- Collaborate and share knowledge with other administrators and engineers via wiki articles and
- training presentations
- Contribute to the development of technical best practices for administrative responsibilities
- Prepare and review defined policy and process standards
- Own assigned account specific complex projects and act as an informal project lead to work with stakeholders
- Actively engage partners and vendors to understand vendor products, proof of concept implementations, and guide successful onboarding and integration of new Cloud technologies
- Coach, mentor and assists Rackers across the business
- Collaborate with Account Managers and Business Development Consultants to build strong
- customer relationships
- Collaborate and share knowledge with the OS support floor
Knowledge
- Expert-level knowledge of Cloud Platform Products such as AWS, Azure, GCP, or Openstack
- Expert-level understanding of OS specific webhosts and database technologies, such as MSSQL/IIS for Windows or MYSQL/APACHE for Linux
- • Agile/Lean Development Skills
- Artifact Manager/Repository Tools
- CI/CD Tools
- Cloud Automation Tools
- Cloud Computing
- Computer Networking
- Container Platform Tools
- Data Analysis
- Data Management
- Identity and Access Management (IAM)
- Linux/Unix OS
- Network Compliance/Security
- Process Improvement
- Product/Technical Project Management
- Software Development Tools
- Stakeholder Management (external/internal)
- Technical Troubleshooting
- Virtual Machine Tools
Education
- High School Diploma or regional equivalent required
- Bachelor's Degree required, preferably in field related to role. At the manager’s discretion, additional relevant experience may substitute degree requirement
Certifications
- Requires AWS Master Status and AWS Certified Solutions Architect Professional level certification OR AWS DevOps certification for AWS Specialists
Experience
- 12 - 14 years of experience in the field of role required
Physical Demands
- General office environment: no special physical demands required. May require long periods of sitting and viewing a computer monitor.
