Hyper-V Cloud Engineer III - IN

India - Gurgaon

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Job Profile Summary:The Cloud Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone, ticketing system, and automation. This role owns complex customer issues which may take several days or weeks to resolve and keeps our customers updated through every step of the process. Responsible for the support of internal and external customers on multiple platforms. Work with customers and other teams to troubleshoot customer environments to increase user satisfaction. Resolves customer issues, providing guidance and recommendations to increase efficiency and reduce customer incidents. Develops tooling and processes to drive and improve customer experience, creates playbooks, and providing mentoring on customer related issues to support teams. The Support Engineer is expected to take initiative and advise on potential pitfalls that a customer may encounter and suggest alternatives which may better serve the stability and security of the customer's solution. Keeps informed of emerging technologies. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Key Responsibilities:•           Responsible for all tasks relating to the Hyper-V product offering.•           Create, check and execute on planned maintenances for customers,carry out administrative tasks               such as patching and backup.•           Troubleshoot outages or degradations in customer environments, working in collaboration with             partners across the business, as required•           Technical point of escalation to the Cloud Support L1 and L2 engineers•           Lead functional business continuity/transformational projects and customer engagements (both         technical and non-technical), delivering key objectives for the Cloud Function•           Monitor and provide maintenance for all related infrastructure•           Create key documentation and processes for the team.•           Lead tasks relating to system architecture enhancements, problem management, process         improvement, reporting, and customer infrastructure•           Provide technical expertise underpinning communications targeting a range of stakeholders - from         individual contributors to leaders across the business•           Collaborate with Account Managers and Business Development Consultants to build strong customer         relationships
Knowledge:•           Proficient knowledge of Hyper-V product including troubleshooting and provisioning •           Proficient knowledge of Server clustering, replication and migration  •           Proficient knowledge of Windows OS, including but not limited to: Server Failover Clustering, Active Directory, IIS•           Proficient knowledge of server hardware, networking, backup, fibre channel SANS, NFS and vSAN•           Intermediate knowledge of Cloud Platform Products such as AWS, Azure, or Openstack•           Intermediate knowledge of designing, building, implementing, analyzing, and troubleshooting distributed, highly available systems•           Intermediate understanding of services and protocols, configuration, management, and troubleshooting of hosting environments, including web servers, databases, caching, and database •           Basic working knowledge of HP/DELL Server hardware platformsBasic knowledge of at least one configuration management system such as Chef, Puppet, Ansible, Salt, or other such tools
Skills:•           Passionate about technology and has a desire to constantly expand technical knowledge•           Detail-oriented in documenting information and able to own customer issues through resolution•           Able to handle multiple tasks and prioritize work under pressure•           Demonstrate sound problem-solving skills coupled with a desire to take on responsibility•           Strong written and verbal communication skills, both highly technical and non-technical•           Ability to communicate technical issues to nontechnical and technical audiences
Education:•           Bachelor’s degree in Computer Science or a related technical field
Certifications:•  Requires Cloud Professional Exam Certificates: Azure CertificationsPrefer Hyper-v certification
Experience:•           4-6 years of technical engineering and administration/provisioning experience on Hyper-v platform•           Experience with high-availability, high-performance, open source web technologies•           Experience with windows 2012, 2016 & 2019 Servers•           Experience with cloud platforms such as Azure, AWS•           Experience with Microsoft Azure Site Recovery•           Experience using PowerShell for administration•           Experience on Server Failover Clustering, Active Directory, IIS Technical customer support experience in a cloud hosting/technology environment
Availability:Shift timings: 6:00 PM – 3 AM ISTSchedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.
About Rackspace TechnologyWe 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 TechnologyThough 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.
Job region(s): Asia/Pacific
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