The Operations Engineer is focused on operational support of multiple systems for multiple Products. Their efforts target short term solutions, quick fixes.
A key element within the Rackspace DevOps Team and is expected to provide a high level of technical support to our customers via systems operations administration and serves as an escalation point for customer facing support. Primary responsible for infrastructure optimization, monitoring, and up-time. Responsible for escalated customer issues that may take several days or weeks to resolve. Applies creative problem-solving techniques to identify the source of problems; while at the same time keeping the customer aware of every step along the way via the ticketing system. Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system.
Coordinates terminal orders and cable installation, network system planning, upgrading, monitoring, testing, and servicing. Approves action requests and specifies purchase requirements. Responsible for solving customer's technical issues, which can include OS level, webserver, database server, applications server, DNS, SMTP, or other software issue.
KNOWLEDGE/SKILLS/ABILITY: General knowledge of servers/computer hardware and software. General knowledge of DNS, including diagnostics with UNIX tools. General knowledge of Network fundamentals, including diagnostics with UNIX tools. General knowledge of RedHat Linux. General knowledge of system services (i.e., Apache, Mail transfer agents (sendmail, postfix, qmail), FTP, SSH and DNS). Continually expands knowledge in the areas of new developments and trends; may make recommendations to management on desirable additions and developments.
PHYSICAL DEMANDS: General office environment. May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required.