Backup Administrator I - UK

System Administration Hayes, Greater London


Managed Backup (MBU) team provides backup and restore services to the majority of Rackspace’s dedicated customer base. MBU performs around 180,000 backups weekly and maintains an over 99% success rate using CommVault enterprise backup solution. MBU administrators’ setup and manage customer backup configurations and troubleshoot backup failures so we can perform restores of customer data when needed.

A Managed Backup Administrator is customer centric and expected to take the initiative on issues, probing deeper into problems to fix root causes and proactively prevent recurrence.  An MBU Administrator also advises on best practices to ensure that customer's backup solutions work in a reliable, efficient and supportable way.

The work is transactional. A MBU Administrator in the MBU Team is primarily focused on working ticket queues spanning installations, failure troubleshooting, restores and customer requests.
MBU Administrators work on both Linux and Windows platforms.

Key Accountabilities
  • Contribute to the success of the team, prioritizing work based on the needs of our customers and the business.
  • Resolve escalated customer backup and restore issues. Able to effectively work with and manage escalations with all other Rackspace departments.
  • Troubleshooting of backup failures and issue resolution on multiple platforms with varied configurations.
  • Perform emergency data restorations for server, file system and or databases upon customer request in a calm and controlled fashion while maintaining consistent, professional communication with the customer.
  • Proactively look to improve and add efficiency to current processes and exercise judgment in the decision-making process to provide consistent FANATICAL customer service.
  • Share and provide training, troubleshooting, technical advice and direction to other members of the team.
  • Work on projects to further efficiency and/or effectiveness of the MBU function.
  • Responsible for adhering to company security policies and procedures.
  • Knowledge of data backup and restoration methodologies.
  • Basic understanding and ability to navigate and control Operating Systems including Microsoft Windows Server (2008, 2012, 2016), Linux Red Hat and CentOS (4x, 5x, 6x, 7x)
  • Basic knowledge of TCP/IP, DNS, Email and networking
  • Basic general understanding of databases including Microsoft SQL 2008, 2012, 2016 (Enterprise & Standard) plus MySQL (4x, 5x, 6x).
  • Experience using CommVault backup applications on client servers is a distinct advantage.
  • Strong analytical and problem-solving skills.
  • Able to communicate in a clear and concise manner both in written form of emails and ticket comments plus verbally on the phone.
  • Excellent time management, prioritization and organizational skills.
  • Able to work well under pressure and in stressful situations while supporting a customer base of over 5500.
  • Self-motivated; ability to maintain excellence in service without reliance on supervision.