• 31302 Cloud Virtualization Engineer - UK

    Location(s) UK-London
    Req #
    40218
    Category
    System Administration / Engineering
  • About Rackspace

    Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!

     

    More on Rackspace

     

    Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.

    Overview & Responsibilities

    The Cloud Virtualization Engineer is a leader in Rackspace public cloud infrastructure and expected to maintain knowledge of changes to physical and virtual environments.  Take and resolve complex Racker and customer escalations through multiple support mediums.  Oversee and repair multiple levels of virtualized cloud infrastructure.  Responsibly use access to critical systems for infrastructure (hypervisor, control systems, etc.) to resolve customer issues. Become familiar with essential personnel in other organizations including but not limited to Infrastructure Operations, Product Engineering and customer Support teams.  Advocate for changes to infrastructure on customers’ or customer support teams’ behalf (e.g., code changes, bug fixes, feature requests, hardware upgrades, etc.).  Oversee and promote technical development of other support Rackers. Troubleshoot problems and take corrective action on a timely and effective basis.  Recognized for friendly and helpful attitude toward customers and other Rackers.

     

    Works appropriate level infrastructure tasks and tickets in queue.  Plans, implements, and supports virtual infrastructures in all datacenters.  Stays current with emerging technologies related to respective technology domain. Provides input on standards and policies for respective technology domain. Mentors lower level Linux Administrators and Support Technicians.  Serve as subject matter expert (SME) for a variety of Rackspace Cloud technologies.  Participates in on-call rotation shifts. Troubleshoots and resolves system service issues and liaises with Incident Management group as needed. Exercises judgment in decision-making in order to routinely deliver FANATICAL customer support.

    Operates independently with little to no input required.  Mentors lower level System Administrators or Support Technicians.

     

     

    • Provide fanatical customer service at all times. Go above and beyond to solve any and all customer issues. Customer service focus is a must.
    • Ensure that all tickets and phone calls are handled within appropriate service level agreement timeframes.
    • Escalate tickets as needed and collaborate with teammates to resolve customer issues.
    • Serve as an escalation point for lower level support technicians.
    • Team work on a shift rotation
    • Must present friendly and effective responses to customers while under pressure
    • Excellent ability to handle multiple tasks and prioritize work in order to maintain required productivity levels.
    • Must be detailed in documenting information and practice good follow through techniques
    • Demonstrates basic problem-solving abilities, coupled with a desire to take on responsibility
    • Creative and collaborative team player
    • Must be able to multi-task between technical and communication tasks
    • Ownership and follow-up skills
    • Creates and maintains customer loyalty by serving customers above and beyond their expectations. 

    Qualifications

    • Familiarity with XenServer and or other virtualization platforms
    • Command of multiple Linux distributions
    • Basic working experience with MySQL
    • System services (i.e., Apache, Mail transfer agents (sendmail, postfix, qmail), SSH and SCP/SFTP)
    • Solid understanding of Cloud technologies – Contribute to the stability of the Cloud community by bringing maturity, expertise and flexibility
    • Working knowledge of complex web hosting configuration components, including firewalls, load balancers, web and database servers.
    • DNS fundamentals, including diagnostics with Linux tools
    • Good network administration and network troubleshooting skills
    • Good understanding of server virtualization and software defined networking
    • Good troubleshooting ability from the hypervisor or server OS
    • Familiarity with opensource project work including code submission
    • Understands the configuration of iptables firewalls, various webserver vhost configurations and general security protocols