Cloud Engineer II (AWS Cloud Support) - R
Rackspace Technology
- Gurgaon, Haryana
- Permanent
- Full-time
- Working knowledge of Amazon Web Services Products & Services, Relational and NoSQL Databases, Caching, Object and Block Storage, Scaling, Load Balancing, CDNs, Terraform, 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
- Hands on knowledge using CloudFormation and/or Terraform
- Build, operate and support AWS Cloud environments
- 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
- 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
- Troubleshoot performance degradation or loss of service as time critical incidents as needed
- 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
- Customer Satisfaction scores - NPS
- Speed to online- Meeting required delivery times
- Performance indicators - Ticket queues, response times
- Quality indicators - Peer review, customer feedback
- Technical achiever with a strong work ethic, creative, collaborative, team player
- A strong background in AWS and/or demonstrative hosting-specific technical skills: