Storage Administrator III - R - 18788
PRIMARY RESPONSIBILITY: A Block 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 Block Storage Administrator, you will be the owner and or subject matter expert responsible for complex customer issues until resolution. The Block Storage Administrator applies best practices and problem-solving techniques to identify the source of problems, while simultaneously keeping the customer informed. A Block Storage Administrator maintains, diagnoses, and administers a customer’s environment on various platforms. A Block Storage 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. A Block Storage 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: o 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. o Must have experience working in enforced change and risk control environments.o Strong attention to detail, interpersonal and time-management skills. o 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. o Strong knowledge in technology troubleshooting methodologies, design, and implementation. o Able to resolve problems in an efficient and timely manner. Able to handle multiple tasks simultaneously without dropping attention to detail or risk eversion. o 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 systems, SQL, MySQL, Oracle, and Exchange.o Strong working knowledge of Networking, Fiber Channel concepts, and technologies.o Hands 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.o Basic knowledge of Storage methodologies. o Excellent time management and organizational skills. o Able to work well under pressure and under stressful situations while supporting customers. JOB COMPLEXITY: o Accountable in overseeing team achieve/maintain team level KPIs and Queue health.o 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.o Coach team members on developing necessary technical skills that get results.o 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.o Performs troubleshooting for host end-to-end connectivity, host-side storage software, and storage component failures.o 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. o Work with Customers/Account Teams, Vendors to schedule maintenance activities.o 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.o 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.o Makes recommendations for process and procedure improvements. o Consistent regular interaction with both internal and external customers as well as account managers and management. o Resolve escalated customer issues and manage escalations further to internal support. Key Accountabilitieso To provide the highest level of Storage Technical supporto Create and maintain customer loyalty by serving customers above and beyond their expectations.o Take ownership of issues until resolution.o Responsible for solving customer's technical issues.o 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: o Minimum 3 years Storage and Fiber Channel switch experience gained in role with EMC, NetApp, or Brocade experience preferred. Must have at least 4 years’ experience in a customer service-oriented position. o BE/B Tech o Must have Storage (EMC/Netapp) related valid certifications.o At the hiring manager’s discretion, additional relevant experience may substitute for the degree requirements. PHYSICAL DEMANDS: o General 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.o This role will be 24X7 support and shift will vary depending on operational need. About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future. More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.