Cloud Engineer II

Rackspace US, Inc.; Gurugram District; Híbrido; INR 2.400.000 - 4.200.000; Jornada completa

Descripción de la vacante

Rackspace Technology is seeking an experienced AWS Support Engineer to manage and troubleshoot enterprise cloud infrastructure. You will handle Level 2 incidents, perform RCA, and coordinate changes across global teams in a 24x7 on-site support environment.

Must have 4–5 years of hands-on AWS experience, strong Linux/Windows troubleshooting, and ITSM tooling proficiency with ServiceNow or Jira Service Management. AWS certifications are highly valued.

Formación

• 4–5+ years hands-on AWS cloud infrastructure support and operations.
• Strong practical knowledge of multiple AWS services and troubleshooting methodologies.
• Experience managing production AWS environments in Managed Services or Enterprise support.
• Proven experience handling medium to complex infrastructure incidents and break-fix activities.
• Good understanding of Linux and Windows OS troubleshooting.
• Understanding of TCP/IP, DNS, routing, firewalls, VPN and cloud networking concepts.
• Experience with ITSM tools like ServiceNow or Jira Service Management.
• Experience working with global customers across time zones.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage priorities and work independently in a 24x7 support environment.

Responsabilidades

• Manage and support customer AWS cloud infrastructure across production and non-production environments.
• Handle Level 2 technical incidents involving medium to complex infrastructure issues.
• Troubleshoot and resolve issues across AWS compute, storage, networking, databases, security and other services.
• Perform root cause analysis and implement corrective actions to prevent recurrence.
• Monitor infrastructure health, availability, capacity and performance.
• Work on break-fix activities to restore services and minimize downtime.
• Own and resolve assigned technical tickets within SLAs.
• Investigate incidents, identify underlying issues and provide resolutions.
• Execute customer-approved infrastructure changes, configurations and provisioning.
• Participate in major incident management and escalations.
• Maintain accurate ticket updates and resolution notes.
• Follow ITIL-based incident, problem and change management processes.

Conocimientos

AWS Infrastructure

Incident Management

Troubleshooting

Communication

Linux & Windows

Networking

Customer Interaction

Ownership

Educación

AWS Certified Solutions Architect – Associate

AWS Certified SysOps Administrator – Associate

Herramientas

ServiceNow

Jira Service Management

Descripción del empleo

Key Responsibilities

1. AWS Infrastructure Support
   • Manage and support customer AWS cloud infrastructure across production and non-production environments.
   • Handle Level 2 technical incidents involving medium to complex infrastructure issues.
   • Troubleshoot and resolve issues related to AWS compute, storage, networking, databases, security and other cloud services.
   • Perform root cause analysis and implement corrective actions to prevent recurring incidents.
   • Monitor infrastructure health, availability, capacity and performance.
   • Work on break-fix activities to restore services and minimize customer downtime.
2. Incident, Problem & Change Management
   • Own and resolve assigned technical tickets within defined SLAs.
   • Investigate incidents, identify underlying technical issues and provide appropriate resolutions.
   • Execute customer-approved infrastructure changes, including configuration modifications, resource provisioning and troubleshooting.
   • Participate in major incident management and technical escalations.
   • Maintain accurate ticket updates, technical documentation and resolution notes.
   • Follow ITIL-based incident, problem and change management processes.
3. AWS Technical Expertise
   • Hands-on experience and troubleshooting knowledge across various AWS services, including:
   • Compute: EC2, Auto Scaling, Elastic Load Balancing, AMIs.
   • Storage: S3, EBS, EFS, Storage Gateway.
   • Networking: VPC, Subnets, Route Tables, Internet Gateway, NAT Gateway, Security Groups, NACLs, Route 53, VPN, Direct Connect.
   • Databases: RDS, Aurora, DynamoDB.
   • Monitoring: CloudWatch, CloudTrail, AWS Config.
   • Security & Identity: IAM, KMS, AWS Organizations, AWS Systems Manager.
   • Backup & Recovery: AWS Backup, EBS Snapshots, Disaster Recovery.
   • High Availability: Multi-AZ architecture, Auto Scaling and fault-tolerant infrastructure.
4. Customer & Stakeholder Management
   • Work directly with global customers to understand and resolve their infrastructure-related issues.
   • Provide timely updates on incidents, changes and service requests.
   • Participate in customer calls, technical discussions and service review meetings when required.
   • Coordinate with L1, L3 and other technical teams for escalations and complex issue resolution.
   • Demonstrate strong ownership, accountability and customer service skills.

Required Skills & Qualifications

• Minimum 4-5 years of hands‑on experience in AWS Cloud Infrastructure Support and Operations.
• Strong practical knowledge of multiple AWS services and their troubleshooting methodologies.
• Experience managing production AWS environments in a Managed Services or Enterprise support setup.
• Proven experience handling medium to complex infrastructure incidents and break-fix activities.
• Good understanding of Linux and Windows operating systems troubleshooting.
• Understanding of TCP/IP, DNS, routing, firewalls, VPN and cloud networking concepts.
• Experience working with ITSM tools such as ServiceNow, Jira Service Management or similar ticketing platforms.
• Experience working with global customers across different geographical regions and time zones.
• Strong analytical, troubleshooting and problem‑solving skills.
• Excellent verbal and written communication skills.
• Ability to manage priorities and work independently in a 24x7 support environment.

Certification

• Mandatory: AWS Certified Solutions Architect – Associate.
• AWS Certified SysOps Administrator – Associate would be an added advantage.

What We Are Looking For

• A hands‑on AWS support engineer who enjoys troubleshooting real-world infrastructure issues.
• Someone who can independently investigate and resolve complex customer tickets rather than relying on escalation.
• Strong technical ownership and the ability to drive incidents through to resolution.
• A customer-focused professional who understands the importance of SLAs, communication and service delivery.
• Someone with practical AWS infrastructure knowledge rather than only theoretical or certification‑based experience.

About Rackspace Technology

Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission‑critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience.