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

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 3+ Azure Certifications for Azure Specialists
Requires AWS Master Status and AWS Certified Solutions Architect Professional level certification OR AWS DevOps certification for AWS Specialists
Requires 3 Microsoft Certifications for Hyper-V Specialists: Azure Fundamentals, Software Defined Storage, Software Defined Networking
Requires VCP-DCV Certification for VMware Specialists
Prefer relevant technical certifications around Red Hat, MySQL, CCIA, CCEE, CCEA, CCA, MCSE/MCITP, MCSA, VCP-DCV, vRealize Operations, NXS and/or vSAN badge certifications

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.

About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world's leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

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