Cloud Engineer II
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Job Description
Cloud Engineer II supporting customer AWS infrastructure for Rackspace Technology, an enterprise cloud and AI operator. Troubleshooting incidents, managing changes, and resolving complex infrastructure issues.
Responsibilities:
- 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 AWS compute, storage, networking, databases, security and other cloud services
- Perform root cause analysis and implement corrective actions
- Monitor infrastructure health, availability, capacity and performance
- Perform break-fix activities to restore services and minimize customer downtime
- Own and resolve technical tickets within defined SLAs
- Investigate incidents and provide appropriate resolutions
- Execute customer-approved infrastructure changes, configuration modifications and resource provisioning
- Participate in major incident management and technical escalations
- Maintain ticket updates, technical documentation and resolution notes
- Follow ITIL-based incident, problem and change management processes
- Work directly with global customers on infrastructure-related issues
- Provide updates on incidents, changes and service requests
- Participate in customer calls, technical discussions and service review meetings
- Coordinate with L1, L3 and other technical teams on escalations and complex issue resolution
Requirements:
- Minimum 4–5 years of hands-on experience in AWS Cloud Infrastructure Support and Operations
- Strong practical knowledge of multiple AWS services and 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
- Mandatory: AWS Certified Solutions Architect – Associate
- AWS Certified SysOps Administrator – Associate would be an added advantage
Benefits:
- Equal employment opportunity
- Disability or special-needs accommodation available
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