JOB DESCRIPTION As the 1 Managed Cloud Company Rackspace is hiring AWS Azure Cloud Administrators to deliver Fanatical Support with Amazon Web Services and Azure Fanatical Support for AWS Azure includes a wide range of services and features to help customers make the most out of their chosen hosting strategy Using your technical expertise you will help customers maintain their application stability and assist with rapid changes using native AWS Azure and 3rd party tools Through a hands-on approach you will be responsible for supporting customers with tasks including responding to application and infrastructure down time alerts performing environment and OS changes and interacting with customers via tickets and phones At Rackspace we pride ourselves on our ability to deliver Fanatical Support - this means our support team blends technical expertise and strong customer oriented professional skills Being successful in this role requires Working knowledge of AWS Azure Products Services Scaling Load Balancing CDNs Networking etc Intermediate working knowledge of Windows or Linux operating systems - experience with supporting and troubleshooting stability and performance issues Working knowledge of AWS and Azure IaaS services good hands-on with Compute Networking Storage services Intermediate understanding of design of native Cloud applications Cloud application design patterns and practices 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 o Compute and Networking o Administration and Security At least one AWS Azure industry standard certification Associate Qualified 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 We may use artificial intelligence AI tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses These tools assist our recruitment team but do not replace human judgment Final hiring decisions are ultimately made by humans If you would like more information about how your data is processed please contact us