RAStorage Engineer II-IN
At Rackspace, we accelerate the value of the cloud during every phase of digital transformation.
oAble 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. oMust have experience working in enforced change and risk control environments.oStrong attention to detail, interpersonal and time-management skills. oSelf-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. oStrong knowledge in technology troubleshooting methodologies, design, and implementation. oAble to resolve problems in an efficient and timely manner. Able to handle multiple tasks simultaneously without dropping attention to detail or risk eversion. oGood knowledge and understanding of troubleshooting, testing, and performance tuning in Storage platforms. Good knowledge of storage best practices for current VMware, Windows and Linux operation systems, File systems, SQL, MySQL, Oracle, and Exchange.oStrong working knowledge of Networking, Fiber Channel concepts, and technologies.oHands on experience of a combination within EMC VMAX, VNX1, VNX2, Unity, Isilon, and NetApp FAS arrays; Cluster mode and 7-mode, FlexClone, Snap Drive, and Brocade Fiber Channel Switches required. Ability to provide FANATICAL support.oGood knowledge of Storage methodologies. oExcellent time management and organizational skills. oAble to work well under pressure and under stressful situations while supporting a customer base of over 18,000.
JOB COMPLEXITY:
oAccountable in overseeing team achieve/maintain team level KPIs and Queue health.oWork 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.oCoach team members on developing necessary technical skills that get resultsoBuilds 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.oPerforms troubleshooting for host end-to-end connectivity, host-side storage software, and storage component failures.oEscalates critical component failures to higher-level 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. oWork with Customers/Account Teams, Vendors to schedule maintenance activities.oAudits Array and CORE logs, performance, utilization, and validates data accuracy in Rackspace records. Also audits reference tools such as, Wiki, SharePoint, RSS feed, etc.oAssists 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.oMakes recommendations for process and procedure improvements. oConsistent regular interaction with both internal and external customers as well as account managers and management. oResolve escalated customer issues and manage escalations further to internal support.
SUPERVISION: oOperates under minimal supervisionoExpected to reach out to wider team for assistance to perform more complex duties and on any requests not 100% clear on.
EXPERIENCE/EDUCATION: oMinimum 6-8 years Storage and Fiber Channel switch experience gained in role with EMC, NetApp, or Brocade experience preferred. Must have at least 3 years’ experience in a customer service-oriented position. oMust have Storage (EMC/Netapp) related valid certificationsoAt the hiring manager’s discretion, additional relevant experience may substitute for the degree requirements.
PHYSICAL DEMANDS: oGeneral office environment. Moderate levels of stress may occur when solving root causes to proactively prevent recurrence. May require long periods sitting and viewing a computer monitor. No special physical demands required.oThis role will be 24X7 support and shift will vary depending on operational need.
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About the job
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Job type
Full Time
Experience level
Mid-level
Location requirements
Hiring timezones
India +/- 0 hoursAbout Rackspace
Learn more about Rackspace and their company culture.
At Rackspace, we accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security, and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies, and maximize their IT investments. As a recognized Gartner Magic Quadrant leader, we are uniquely positioned to close the gap between the complex reality of today and the promise of tomorrow. Passionate about customer success, we provide unbiased expertise, based on proven results, across all the leading technologies. And across every interaction worldwide, we deliver Fanatical Experience TM — the best customer service experience in the industry. Rackspace has been honored by Fortune, Forbes, Glassdoor, and others as one of the best places to work.
Tech stack
Learn about the tools and technologies that Rackspace uses to build, market, and sell its products.
Node.js
Bootstrap
JavaScript
Python
HTML5
Java
CSS 3
PHP
Ruby
Google Cloud Platform
Rackspace Cloud Files
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Employee benefits
Learn about the employee benefits and perks provided at Rackspace.
Life insurance
Life insurance so you don't have to worry.
Volunteer time
Paid time off to give your talents to others.
Disability insurance
Disability insurance so you don't have to worry.
Sabbaticals
Earned sabbatical program for learning, travel, and giving back.
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