AWS Cloud Operations Support

Job Summary:
As an AWS Cloud Operations Support L2 Engineer, you will be responsible for providing technical support and troubleshooting assistance for AWS cloud infrastructure and services. You will work closely with the operations team, system administrators, and developers to ensure the smooth operation and optimal performance of AWS environments.

Responsibilities:

• Provide second-level technical support for incidents and service requests related to AWS cloud infrastructure and services.
• Investigate and troubleshoot issues in AWS environments, including networking, storage, compute, database, and security.
• Collaborate with L1 support engineers to ensure timely resolution of customer issues and escalations.
• Perform incident management and follow established processes to ensure proper ticket handling, resolution, and documentation.
• Monitor AWS infrastructure and services to identify and address performance issues, security vulnerabilities, and capacity constraints.
• Implement and maintain monitoring and alerting systems to proactively identify and mitigate potential issues.
• Participate in on-call rotations to provide 24/7 support for critical incidents and perform root cause analysis.
• Assist in the deployment and configuration of AWS services, including EC2 instances, S3 buckets, RDS databases, and VPC networking.
• Collaborate with the operations team to define and implement best practices for AWS infrastructure management and optimization.
• Stay up to date with AWS product updates, new features, and emerging technologies to provide effective support and guidance.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant work experience can be considered in lieu of a degree.
• Minimally 2 years’ experience in a similar field is preferred.
• Solid understanding of AWS cloud services, infrastructure, and core concepts, including EC2, S3, RDS, VPC, IAM, and CloudFormation.
• Experience in troubleshooting AWS-related issues, including networking, security, storage, and performance.
• Knowledge of Linux/Unix systems administration and scripting languages (e.g., Python, Bash).
• Familiarity with monitoring and logging tools such as CloudWatch, CloudTrail, and ELK Stack.
• Understanding of ITIL processes and experience with incident management, problem management, and change management.
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Excellent communication and interpersonal skills to interact effectively with technical and non-technical stakeholders.
• AWS certifications such as AWS Certified SysOps Administrator, AWS Certified Developer, or AWS Certified Solutions Architect are a plus.
• Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously.