AWS Cloud Administrator II

As a Cloud and Systems Administrator at our organization, your primary responsibility will be to provide administration for cloud computing platforms, networks, and systems. You will play a crucial role in delivering a great customer experience by serving as an escalation point for technical support to customers over chat, phone, and support tickets. It will be your duty to respond to the global support ticket queues and ensure first-line resolution to issues within scope. To excel in this role, you are expected to follow processes diligently, exercise good judgment in decision-making, and exceed customer expectations to maintain their loyalty. Additionally, you will be responsible for adhering to company security policies, procedures, and other relevant standards as directed. In this position, you will require a working knowledge and skills to perform analytical, scientific, or operational processes. You will leverage standard operating procedures and scientific methods to complete assigned work within your area of expertise while working with a moderate level of supervision. Key responsibilities include resolving or escalating level-appropriate technical issues for customers, securing, administering, and improving customer technical issues related to cloud platforms and infrastructure services, troubleshooting monitoring alerts, and acting as an escalation point for techs inside and outside the team. You will also be involved in incident management, ensuring adherence to customer and SLA commitments, managing personal ticket queues, collaborating with various teams, and providing a fanatical experience to customers. To be successful in this role, you should have 4 to 6 years of experience in Cloud or System Operations Administration in a client-centric ticket queue environment. You should be self-motivated with a strong desire to learn and improve both technical and interpersonal skills. Strong verbal and written communication skills are essential, along with the ability to communicate basic technical information with team members. Additionally, organizational skills, the ability to handle multiple tasks, prioritize work under pressure, and adapt to changing business and technology requirements are crucial for this position. If you are looking to join a dynamic team and work in a challenging yet rewarding environment, then this role is perfect for you. Join us at Rackspace Technology, where we combine expertise with leading technologies to deliver end-to-end solutions and empower customers to embrace the future of technology.,