Job Description
The Cloud Architect is a key element within the Rackspace support infrastructure and is expected to provide department, company and industry management and implementation into solutions. The Architect is expected to take initiative and advise on potential pitfalls that may encounter on large scale multi-platform infrastructure across all customers. Addresses specific customer needs through leveraging new and existing feature sets, products, and technologies. Evaluates, documents solutions and trains Cloud Engineering and support staff to ensure supportability of customer environments. Serves as the last stop in the Rackspace support group for technical escalation and issue resolution of the most complex problems. Architects own escalations to ensure resolution and are leveraged as a Subject Matter Expert for input on new product selection and implementation into the support structure. The Architect will also partner with vendors to analyze escalated requests for assistance, using this data to identify training opportunities that elevate the level of technical expertise and drive positive customer outcomes. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Key Responsibilities
- Other Incidental tasks related to the job, as necessary.
- Technical point of escalation to the Cloud Support and Engineering teams; resolving customer
- issues, working in collaboration with partners across the business, as required
- Create and deliver customer solutions that maintain, deploy, upgrade, and troubleshoot
- infrastructure solutions
- Participate in and define future state end-to-end architectures, platforms, products, tools, and solutions to advance security capabilities
- Work closely with customers in the pre-implementation process to design and architect desired customer solutions which require products which may not currently be in the supported product portfolio.
- Research, plan and coordinate complex maintenance activities
- Lead analysis effort to support and drive Root Cause Analysis (RCA) exercises to drive process & technology improvements related to systems support products.
- Review vendor support escalations to identify training opportunities
- Collaborate and share knowledge with other administrators and engineers via wiki articles and
- training presentations
- Contribute to the development of technical best practices for administrative responsibilities
- Prepare and review defined policy and process standards
- Own assigned account specific complex projects and act as an informal project lead to work with stakeholders
- Actively engage partners and vendors to understand vendor products, proof of concept implementations, and guide successful onboarding and integration of new Cloud technologies
- Coach, mentor and assists Rackers across the business
- Collaborate with Account Managers and Business Development Consultants to build strong
- customer relationships
- Collaborate and share knowledge with the OS support floor
Responsibilities
Key Responsibilities
- Other Incidental tasks related to the job, as necessary.
- Technical point of escalation to the Cloud Support and Engineering teams; resolving customer
- issues, working in collaboration with partners across the business, as required
- Create and deliver customer solutions that maintain, deploy, upgrade, and troubleshoot
- infrastructure solutions
- Participate in and define future state end-to-end architectures, platforms, products, tools, and solutions to advance security capabilities
- Work closely with customers in the pre-implementation process to design and architect desired customer solutions which require products which may not currently be in the supported product portfolio.
- Research, plan and coordinate complex maintenance activities
- Lead analysis effort to support and drive Root Cause Analysis (RCA) exercises to drive process & technology improvements related to systems support products.
- Review vendor support escalations to identify training opportunities
- Collaborate and share knowledge with other administrators and engineers via wiki articles and
- training presentations
- Contribute to the development of technical best practices for administrative responsibilities
- Prepare and review defined policy and process standards
- Own assigned account specific complex projects and act as an informal project lead to work with stakeholders
- Actively engage partners and vendors to understand vendor products, proof of concept implementations, and guide successful onboarding and integration of new Cloud technologies
- Coach, mentor and assists Rackers across the business
- Collaborate with Account Managers and Business Development Consultants to build strong
- customer relationships
- Collaborate and share knowledge with the OS support floor
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