Key Accountabilities
- Maintain stability of Azure/AWS Cloud environments
- Respond to customer support requests via tickets and phone calls within response time SLAs
- Working on L2 level of Incidents raised by customers or created thru automation/monitoring.
- Troubleshoot performance degradation or loss of service as time critical incidents
- 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
- An intermediate background in AWS/Azure and/or demonstrative hosting-specific technical skills:
- At least one AWS/Azure industry standard certification (Associate, Professional, or Specialty)
- 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
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What We Do
At Rackspace Technology, we accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. As a recognized Gartner Magic Quadrant leader, we are uniquely positioned to close the gap between the complex reality of today and the promise of tomorrow. Passionate about customer success, we provide unbiased expertise, based on proven results, across all the leading technologies. And across every interaction worldwide, we deliver Fanatical Experience TM — the best customer service experience in the industry. Rackspace has been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work.
