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Ashburn, Virginia, United States
Onsite
JOB DESCRIPTION:
The Data Center Operations Production Specialist owns the responsibility of ensuring all IT infrastructure within the data center environment has been configured and deployed to proper specifications and placed online in a timely manner.
Work Location/Days/Hours:
JOB REQUIREMENTS:
Key Accountabilities
• Utilize custom management software and internal ticketing system to provide customer support
• Assign physical locations and IPs for simple customer configurations
• Assign physical locations and request IPs for complex customer configurations
• Utilize custom software to maximize space/power utilization within the data center environment
• Complete customer configuration installations; including hardware modification, operating system installation, mounting of devices within cabinets and completion of all required cabling
• Build fully functioning servers utilizing x86-based hardware components
• Install Microsoft Windows Server, Red Hat Enterprise Server, Ubuntu Linux or VMWare ESX Server on supported x86-based hardware platforms
• Configure simple operating system storage requirements including file system, disk management and RAID technologies
• Standard operating systems administration to include troubleshooting of configuration files and permissions in addition to resolution of login, password and connectivity issues
• Configure and establish local area network (LAN) connectivity and remote access to customer configurations utilizing SSH or Terminal Services/Remote Desktop Services and Remote Access Controllers
• Complete the configuration and deployment of network device hardware including edge and core routers, access and aggregation switches, firewalls, load-balancers and security appliances
• Complete the configuration and deployment of storage devices including shared and dedicated SAN, DAS and NAS arrays
• Provide technical communication relating to customer configurations in a concise, professional manner
• Demonstrate a strong understanding of the overall data center environment to include the relationship between electrical, HVAC and redundant infrastructure systems
• Adhere to company security policies and procedures, including health and safety and local governing requirements, as directed
• Serve as the primary technical escalation point for DCOPS Technician I personnel
• Coordinate the onboarding and training for all new DCOPS personnel within the team
• Execute and maintain meticulous 5S and housekeeping practices
• Demonstrate no less than full performance in a continuous, consistent, measurable manner
• Demonstrate high levels of passion and enthusiasm when providing Fanatical Support to all customers and coworkers
• Communicate in an honest, transparent manner focused on building trust amongst customers and coworkers
Key Performance Indicators (please note your KPI’s are the outputs of each of the accountabilities)
• Demonstrate a clear understanding of Rackspace software toolsets required for the configuration and installation of customer configurations
• Utilize Rackspace software toolsets to drive and complete work globally, across data centers when required
• Demonstrate the ability to successfully complete customer configuration builds and hardware troubleshooting
• Customer configurations are provisioned and installed prior to the specified delivery date
• Attention to detail and adherence to build instructions ensure customer configuration rework is not required
• Copper and fiber cabling is installed and terminated in a manner that ensures the highest standards both functionally as well as aesthetically
• Troubleshooting and problem solving capabilities lead to accurate and timely resolution of technical events
• All production and provisioning activities are quality controlled and adhere to published policy and process to ensure Global alignment
• All customer incidents or potential risks to our customers must be investigated utilizing the root cause analysis method
• All customer interactions, both internal and external, are conducted in a manner that delights customers
• Process and policy sign off is conducted in a timely manner, with clear understanding of the subject matter, by the specified due date
• Serve as a primary activator for global alignment by reviewing process and policy documentation on the knowledge base for accuracy and relevance
• Assist in knowledge base administration by reviewing and correcting formatting as needed
• Ensure that process and policy training amongst the team is completed by the specified due date
• All areas of responsibility are clean and organized with specific areas designated for all moveable items
MAIN CONTACTS (external/internal):
• Data Center Operations Team Lead (daily: direct manager)
• Internal Rackspace Personnel (daily: status of customer issues, configurations, objectives and tasks)
• External Customers/Vendors (varies: configuration planning and status communication)
• External Vendors (varies: supervision and oversight of work undertaken)
REQUIREMENTS:
• High School diploma or equivalent required; University or College degree preferred
• Minimum 2-years experience working in a data center environment or equivalent technology background required
• Minimum 1-year as an employee of Rackspace preferred
• Minimum 2-years experience or ability to show familiarity with building, repairing or upgrading hardware components required
• Minimum 2-years experience in a customer service oriented position preferred
• Industry recognized certifications in operating systems, networking, security and/or storage technologies preferred
• Experience with Dell PowerEdge and HP ProLiant rack server hardware required
• Experience with Cisco ASA and ASA-X series firewalls, F5 BigIP and Brocade ADX series load-balancers and Alert Logic IDS required
• Experience with Cisco Catalyst 2900, 4900, 6500 and Nexus series switches and ASR series routers required
• Experience with Dell PowerVault DAS, NetApp and EMC Isilon NAS systems, EMC VMAX and VNX SAN systems required
• Must prepare and deliver technical training sessions for data center staff
• Must be able to work a flexible schedule, 24x7x365 coverage required including holidays and weekend.
• Must be able to prioritize work in a fast paced, high pressure environment including the resolution of escalated issues and events
• Must have experience leading root cause analysis investigations
• Must possess exceptional written and verbal skills, type with proficiency and exhibit professional phone etiquette
• Must be proficient with productivity software including, but not limited to, Microsoft Office and Open Office as well as email client software
• Must be able to lift 50 lbs over head
• Must have reliable transportation and be willing to occasionally travel (2-4 wks/yr)
Success in the role requires the following personal qualities:
• Excellent Verbal and Non-Verbal Communication
• Finds issues and solutions ahead of need
• Takes the lead on a team when needed
• Actively solicits feedback from others
• Ability to proactively solve problems
• Rational decision making in high pressure situations
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.
More on Rackspace Technology
Though 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.
