Job Description

JOB TITLE: Storage & Backup AdministratorPRIMARY RESPONSIBILITY: A Backup & Storage Administrator is a key element within the support infrastructure and is expected to provide a high level of technical support to Rackspace-customers.As a Backup & Storage Administrator, you will be the owner and or subject matter expert responsible for complex customer issues until resolution. The Administrator applies best practices and problem-solving techniques to identify the source of problems, while simultaneously keeping the customer informed. The Administrator maintains, diagnoses, and administers a customer's environment on various platforms. Administrator is expected to use initiative and advise the customer on potential issues they may experience, to better serve the stability and security of the customer's environment.The Administrator creates and maintains customer loyalty by serving customers above and beyond their expectations and will exercise ethical judgment in decision making to routinely deliver FANATICAL customer support.KNOWLEDGE/SKILLS/ABILITY:xc2xb7 Able to communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally on phone with internal and external customers.xc2xb7 Must have experience working in enforced change and risk control environments.xc2xb7 Strong attention to detail, interpersonal and time-management skills.xc2xb7 Self-motivated; ability to maintain excellence in service with moderate supervision. Strong analytical and problem-solving skills. Ability to successfully work and promote inclusiveness in small groups. Ability to provide FANATICAL support.xc2xb7 Strong knowledge in technology troubleshooting methodologies, design, and implementation.xc2xb7 Able to resolve problems in an efficient and timely manner. Able to handle multiple tasks simultaneously without dropping attention to detail or risk eversion.xc2xb7 Basic knowledge and understanding of troubleshooting, testing, and performance tuning in Storage platforms. Basic knowledge of storage best practices for current VMware, Windows and Linux operation systems, File systemsxc2xb7 Strong working knowledge of Networking, Fiber Channel concepts, and technologies.xc2xb7 Hands on experience of a combination within Pure, Cohesity, Hitachi , Dell power store / power scale , Qumulo and Brocade Fiber Channel Switches required. Ability to provide FANATICAL support.xc2xb7 Basic knowledge of Storage & Backup methodologies.xc2xb7 Excellent time management and organizational skills.xc2xb7 Able to work well under pressure and under stressful situations while supporting customers.JOB COMPLEXITY:xc2xb7 Accountable in overseeing team achieve/maintain team level KPIs and Queue health.xc2xb7 Work on technical tickets, follows pre-defined processes to plan and execute technical change as requested by customers. Responds to queries from customers regarding performance, process and recommendations based on Rackspace best practices.xc2xb7 Coach team members on developing necessary technical skills that get results.xc2xb7 Builds new storage configurations via software installation, LUN/Volume provisioning for new requests or expansion requests, host zoning and registration, quality control, and ticket consolidation. Decommission storage devices. Performs host un-zoning and de-registration, and server clean up.xc2xb7 Performs troubleshooting for host end-to-end connectivity, host-side storage software, and storage component failuresxc2xb7 Escalates critical component failures to engineers. Answers general configuration questions, audits environments, and performs quality control as part of storage fleet management. Provides performance statistics reporting, software reporting, and storage reporting to meet requests by customers and Rackspace leaders.xc2xb7 Work with Customers/Account Teams, Vendors to schedule maintenance activities.xc2xb7 Audits Array and CORE logs, performance, utilization, and validates data accuracy in Rackspace records. Also audits reference tools such as, Wiki, SharePoint, RSS feed, etc.xc2xb7 Assists with scheduling and working host-side maintenances including, quality control, HBAs, Re-kicks, LUN expansions and migrations, Cab migrations, and migration cutovers. Upgrades software, firmware, and drivers, and performs regular system health checks.xc2xb7 Makes recommendations for process and procedure improvements.xc2xb7 Consistent regular interaction with both internal and external customers as well as account managers and management.xc2xb7 Resolve escalated customer issues and manage escalations further to internal support.xc2xb7 Primary Block Storage Administrator - Pure Storage Performance monitoring, PowerStore 5000T and 1200T Performance Monitoring, Hitachi E590 Performance monitoring, and configuration of all the preceding.xc2xb7 SAN Monitor and Configuration - Brocade / Broadcom Storage Area Network Director Switch Fabric Zoning and performance monitoring.xc2xb7 Network Attached Storage - Qumulo SMB Performance and Replication monitoring, Isilon / PowerScale Performance & Replication.xc2xb7 VMware virtual machine deployment from template or ISO via Python GUI and PowerShell script using an Excel file for configuration information. Operating System hardening is performed as part of the build.xc2xb7 VMware virtual machine build auditing using the same Python GUI and separate PowerShell scriptxc2xb7 Backup administration - Cohesity Daily Failed Jobs and Errors Investigate and resolve.Key Accountabilitiesxc2xb7 To provide the highest level of Storage & Backup Technical supportxc2xb7 Create and maintain customer loyalty by serving customers above and beyond their expectations.xc2xb7 Take ownership of issues until resolution.xc2xb7 Responsible for solving customer's technical issues.xc2xb7 Support customers primarily via phone and ticketsSUPERVISION:o Operates under minimal supervision.o Expected to reach out to wider team for assistance to perform more complex duties and on any requests not 100% clear on.EXPERIENCE/EDUCATION:xc2xb7 Minimum 3 years Storage and Fiber Channel switch experience gained in role with Pure, Cohesity, Hitachi , Dell power store / power scale , Qumulo. experience preferred. Must have at least 4 years' experience in a customer service-oriented position.xc2xb7 BE/B Techxc2xb7 Must have Storage (Pure, Cohesity, Hitachi , Dell power store / power scale , Qumulo.) related valid certifications.xc2xb7 At the hiring manager's discretion, additional relevant experience may substitute for the degree requirements.

Rackspace Technology