Job Profile Summary:
The Operations Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers and Rackers via the phone, ticketing system, and automation. This role owns complex customer and Racker issues which may take several days or weeks to resolve and keeps our customers and/or Rackers updated through every step of the process. Responsible for the engineering, design, and development of hardware, software, and networking systems. Provides a framework for system development, maintenance, and enhancement efforts. Implements standards and guidelines of OS support. Analyzes systems and performance usability testing to ensure performance and reliability, enhance scalability, and meet security requirements. The Operations Engineer is expected to take initiative and advise on potential pitfalls that a customer or Racker may encounter and suggest alternatives which may better serve the stability and security of Rackspace infrastructure. Keeps informed of emerging technologies. Responsible for adhering and applying company security policies and procedures and any other relevant policies and standards as directed.
Career Level Summary
Requires working knowledge and experience in own job discipline and broadens capabilities
Continues to build knowledge of the company, processes and customers
Performs a range of assignments related to job discipline
Uses learned and prescribed guidelines or processes in analyzing situations
Receives a moderate level of guidance and direction
Basic to Intermediate knowledge of Linux, Shell Script
Basic to Intermediate knowledge of OSes
Systems Thinking: Assists with a whole systems approach to analyzing issues by ensuring all components (structure, people, process and technology) are identified and accounted for
Other Incidental tasks related to the job, as necessary.
Technical point of escalation to the OS Support and Engineering teams; resolving customer issues, working in collaboration with partners across the business, as required
Join functional business continuity/transformational projects (both technical and non-technical), delivering key objectives for the OS Function
Process tasks relating to system architecture enhancements, problem management, process improvement, reporting on Rackspace Infrastructure
Proficient knowledge of OS, including but not limited to: Authentication and Directory Services, Pacemaker clustering, Postfix mail services
Proficient knowledge of server hardware, networking, backup, and storage solutions
Proficient knowledge of designing, implementing, analyzing, and troubleshooting highly available systems
Proficient understanding of services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers
Basic to Intermediate knowledge of Virtualization Technologies (I.e.: VMWare, OpenStack, and Hyper-V)
Basic to Intermediate understanding of services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers
Basic to Intermediate knowledge in the application of current and emerging network software and hardware technology and protocols
Basic to Intermediate scripting competency in one or more of the following languages: Bash, Python, Go
Basic to Intermediate configuration management in one or more of the following (Salt, Ansible, Puppet)
Requires expanded conceptual knowledge in own job discipline and broadens capabilities
Understands key business drivers; uses this understanding to accomplish own work
Passionate about technology and has a desire to constantly expand technical knowledge
Detail-oriented in documenting information and able to own issues through resolution
Able to handle multiple tasks and prioritize work
Demonstrate sound problem-solving skills coupled with a desire to take on responsibility
Strong written and verbal communication skills, both highly technical and non-technicalEducation
High school diploma or equivalent required. Bachelor’s degree in a technology related field required. At the manager’s discretion, additional relevant experience may substitute for the degree requirement
RHCSA or equivalent certification or professional experience
This role is generally equivalent in skills/experience to an L3 Linux Systems Administrator in the Support organization.
Years of professional experience typically required: 2-4 years.
Approximate time in role to level up: 1-2 years
General office environment. Moderate levels of stress may occur at times. May require long periods sitting and viewing a computer monitor. No special physical demands required. Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations.
Occasional travel, less than 10%.
The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.