Cloud Engineer II

Accountabilities:

• Manage and support customer AWS cloud infrastructure across production and non-production environments.
• Handle Level 2 technical incidents involving medium to complex infrastructure issues, ensuring timely resolution.
• Troubleshoot and resolve issues across AWS compute, storage, networking, databases, security, and other cloud services.
• Monitor infrastructure health, availability, capacity, and performance to maintain operational stability.
• Perform root cause analysis and implement corrective measures to prevent recurring incidents.
• Execute break-fix activities to restore services, minimize downtime, and maintain business continuity.
• Own assigned technical tickets and service requests, ensuring resolution within established service-level agreements (SLAs).
• Manage customer-approved infrastructure changes, including configuration updates, resource provisioning, and troubleshooting.
• Participate in major incident management, technical escalations, and ITIL-based incident, problem, and change management processes.
• Maintain accurate ticket updates, technical documentation, and detailed resolution records.
• Work directly with global customers to understand infrastructure challenges and provide timely updates on incidents, changes, and service requests.
• Participate in customer calls, technical discussions, and service review meetings when required.
• Coordinate with Level 1, Level 3, and other technical teams to resolve escalated and complex technical issues.

Requirements:

• Minimum of 4–5 years of hands-on experience in AWS cloud infrastructure support and operations.
• Mandatory AWS Certified Solutions Architect – Associate certification.
• AWS Certified SysOps Administrator – Associate certification is an additional advantage.
• Strong practical knowledge of AWS services, including:
• Compute: EC2, Auto Scaling, Elastic Load Balancing, and AMIs.
• Storage: S3, EBS, EFS, and Storage Gateway.
• Networking: VPC, subnets, route tables, Internet Gateway, NAT Gateway, Security Groups, NACLs, Route 53, VPN, and Direct Connect.
• Databases: RDS, Aurora, and DynamoDB.
• Monitoring: CloudWatch, CloudTrail, and AWS Config.
• Security and Identity: IAM, KMS, AWS Organizations, and AWS Systems Manager.
• Backup and Recovery: AWS Backup, EBS Snapshots, and disaster recovery solutions.
• High Availability: Multi-AZ architecture, Auto Scaling, and fault-tolerant infrastructure.
• Proven experience supporting production AWS environments, preferably within managed services or enterprise support environments.
• Demonstrated ability to independently investigate and resolve medium to complex infrastructure incidents and break-fix issues.
• Good understanding of Linux and Windows operating system troubleshooting.
• Solid knowledge of TCP/IP, DNS, routing, firewalls, VPNs, and cloud networking concepts.
• Experience using IT service management (ITSM) tools such as ServiceNow, Jira Service Management, or similar platforms.
• Experience supporting international customers across different geographical regions and time zones.
• Strong analytical, troubleshooting, and problem-solving skills, with a practical, hands-on approach to technical challenges.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly.
• Strong sense of ownership, accountability, and customer service.
• Ability to work independently, manage competing priorities, and perform effectively in a 24/7 support environment.
• A proactive mindset, with the ability to drive incidents through to resolution while minimizing unnecessary escalations.

Benefits:

• Full-time employment opportunity.
• Remote working arrangement from India.
• Opportunity to work with enterprise-level AWS cloud infrastructure and international customers.
• Exposure to complex cloud environments and large-scale infrastructure operations.
• Opportunities to develop advanced AWS troubleshooting and cloud operations expertise.
• Collaboration with experienced technical professionals and cross-functional teams.
• Professional growth through hands-on experience with cloud technologies, enterprise support, and managed services.
• Inclusive and collaborative working environment that values innovation, expertise, accountability, and teamwork.

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