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System Administration


2016-09-29 14:47


Overview & Responsibilities

Rackspace is seeking an Enterprise Cloud Support Engineer in Toronto, Canada to join the Strategic Accounts team. The Cloud Support Engineer will support one of our largest Enterprise clients based in Toronto, helping them develop into a Cloud Operator while working with bleeding-edge cloud technology.

Cloud Support Engineers will:

  • Manages and supports the Dev to Production cloud IaaS and platform, to ensure quality, performance and availability of hosted services.
  • The Engineer provides guidance and support for cloud technology practitioners. The successful candidate will be responsible for supporting IaaS and PaaS hosted on the Cloud. The end result will advance and integrate with existing support model to produce an ITIL compliant ecosystem that minimizes human interactions in support of true cloud solutions.
  • Provide Level 2 cloud infrastructure support across all environments operating in the Cloud. Primary focus is on Openstack.
  • Provide planning, communication, and reporting of day-to-day ticket metrics for daily huddles
  • Manage non-standard/complex major incidents, standard incidents, and service requests efficiently and expediently
  • Ensure customer service satisfaction and enable continuous improvements
  • Oversee higher complexity operational and preventive maintenance tasks
  • Manage complex remedial and unscheduled urgent changes
  • Accessible via a mobile device to support on-call escalations
  • Ensure timely and accurate communication of business objectives
  • Promote and support an environment that encourages productivity, innovation, teamwork, and a high level of professionalism

Job Requirements:

  • Must have infrastructure experience working with enterprise level RedHat Linux
  • Cloud platform experience (OpenStack, AWS, Azure)
  • The successful applicant must have a solid understanding of Incident, Change, and Problem Management methodologies, as well as solid experience in a large Production environment.
  • Understanding of provisioning platforms (e.g. OpenStack, Cloudify, SaltStack, Rundeck, etc.)
  • Development background in scripting/automation is an asset (python, java, etc.)
  • Middleware/Applications (Redis, RabbitMQ, Tomcat, JBoss, WebSphere Application Server)
  • Databases (Oracle, SQL Server)
  • ITIL v3
  • Strong understanding of virtualization fundamentals; IaaS services (compute, storage, network)
  • Understanding of Software Defined Networking (SDN) and Software Defined Infrastructure (SDI)
  • Proven ability to work in a fast paced environment and manage multiple deadlines and priorities
  • Strong technology background, demonstrated history of design and implementation experience
  • Demonstrated ability to understand, evaluate, and deploy new and emerging technologies
  • Strong analytical skills with ability to assess dependencies, risks, issues, etc.
  • Solid understanding of technology governance process and policies
  • Proven ability to work in a fast paced environment and manage multiple deadlines and priorities vExcellent written and verbal communication, negotiation and partnership skills - ability to stay resilient under pressure
  • Expertise in working effectively in teams – requires a track record of working cross-organizationally and with multiple stakeholders at varying levels
  • Strategic thinker able to think conceptually and high degree of attention to detail
  • Demonstrates resilience, persistence and flexibility in all aspects of Innovation Delivery
Application Info

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Role is remote but does require an on-site visit one day every two weeks, please do not apply if you cannot meet this requirement.

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