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PRIMARY RESPONSIBILITY: Provide engineering support for Customers. Supports and interacts with customers through a combination of ticket and telephone issues at multiple team/product level.
KNOWLEDGE/SKILLS/ABILITY: Expert level knowledge of: Nova, Glance, Keystone, Cinder, Neutron, Nova-Network, Swift, and Horizon. Resolve matters escalated by Level 1 and 2 engineers. Facilitate Root Cause Analysis sessions Represent group in interdepartmental meetings. Able to provide brown bags/tech talks to peers. Ability to read, interpret, and debug advanced Python code. Able to plan, QC, and implement highly complex maintenances. Able to modify python code for troubleshooting and problem isolation purposes. Able to analyze and perform tuning of RPC deployments to specific customer workloads. Works with QE team to identify and test for failure scenarios based on real-world operational experience. Contributes to curriculum used to train junior engineers and administrators
JOB COMPLEXITY: Provide engineering support for Customers using OpenStack & Swfit. Supports and interacts with customers through a combination of ticket and telephone issues. Troubleshoots OpenStack environments to resolve virtualization related issues. Liaise with internal Company support and development teams. Educates customers and looks for additional opportunities to help improve their environment. Works with vendors and the OpenStack community to address technical issues. Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays, emergency escalations, etc. Performs configuration quality checks on all devices. Responsible for implementation of complex architectural design of hardware, software and networking systems.
SUPERVISION: Little instruction on daily work, general instruction on new assignments.
EXPERIENCE/EDUCATION: High school diploma or equivalent required. Bachelor’s degree in a technology related field preferred. Usually requires 8+ years systems experience, including systems administration/engineering in a production Linux environment. OpenStack Certificate, Linux+, RHCSA, RHCE preferred.
PHYSICAL DEMANDS: General office environment. Moderate levels of stress may occur at times. May require long periods sitting and viewing a computer monitor. No special physical demands required. Schedule flexibility to include working a weekend day regularly and holidays as required by the business for 24/7 operations. Occasional travel, less than 10%.
POLICY COMPLIANCE: Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
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