• Managed Backup Administrator-1

    Location(s) IN-Gurgaon
    Req #
    40738
    Category
    System Administration / Engineering
  • About Rackspace

    Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!

     

    More on Rackspace

     

    Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & 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, 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.

    Overview & Responsibilities

    JOB TITLE:  Backup Administrator I

     

     

    PRIMARY RESPONSIBILITY:   Backup Administrators work with Rackspace's over 18,000 customer base as well as internal departments to implement and manage backups, perform data restores, resolve issues including escalation, and work with new and existing customers to create solutions pertaining to the Managed Backup Service at Rackspace Hosting.  A Backup Administrator is expected to take the initiative on issues and probe deeper into problems to fix root causes to proactively prevent recurrence.  Also advises on best practices to ensure that customer's backup solutions are able to work in a reliable, efficient and supportable way.  The criteria listed below is representative of a majority of what this role supports and should not be interpreted as an all inclusive list.  This role may change as technology evolves and the Racker will be expected to adopt to the new standards.

     

    Level I - Backup Administrator                                                           

     

    KNOWLEDGE/SKILLS/ABILITY:

    • Able to communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally; as well as internally and on the phone with customers. Basic knowledge of data backup and restoration methodologies. 
    • Basic knowledge of, but not limited to MMC consoles, event viewer, basic FTP file transfers, user permissions, and service management within Microsoft Windows Server* and/or the ability to (but not limited to) navigate file systems, editing with vi, identify running services and processes, SSH and FTP, file permissions, and basic network troubleshooting tools within Redhat Linux*.
    • Basic knowledge of TCP/IP, DNS, Email and networking.
    • Basic general understanding of databases including Microsoft SQL* and Mysql*.
    • Excellent time management and organizational skills.
    • Able to work well under pressure and under stressful situations while supporting a customer base of over 18,000.
    • Self-motivated; ability to maintain excellence in service with moderate supervision.
    • Basic analytical and problem solving skills.
    • Ability to successfully work and promote inclusiveness in small groups.
    • Ability to provide FANATICAL support.

     

    JOB COMPLEXITY: 

    • Consistent regular interaction with both internal and external customers as well as account managers and management.
    • Resolve escalated customer issues and manage escalations further to internal support.
    • Basic troubleshooting of backup and restore failures on multiple platforms with varied configurations.
    • Perform data restorations for servers, file systems, and databases upon customer request in a calm and controlled fashion while maintaining consistent communication with the customer.
    • Installation, configuration and troubleshooting of Commvault* backup applications on client servers.
    • Proactively look to improve and add efficiency to current processes and exercise judgment in the decision-making process in order to provide consistent FANATICAL customer service.

     

    SUPERVISION: Operates under moderate supervision

     

     

     

    #LI-BR1

    Qualifications

    EXPERIENCE/EDUCATION: 

    • Required: Approximately 5yrs (18 months) of customer service experience in an Information Technology or FANATICAL customer service environment.
    • At least 12 months of Microsoft Windows Server* and/or Redhat Linux* professional system administration experience.
    • Highschool diploma or equivalent.
    • Preferred: Previous professional experience with Legato Networker, Legato Replistor,

    Veritas NetBackup, Veritas Backup Exec, CA ARCserve, HP Omniback, Arkeia, CommVault, or other backup/replication software.

     

    *Rackspace supported version(s) for listed technology

     

    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.