Job Details
- As an AWS Associate Consultant in the Managed Services support team, you will provide second-level (L2) support in troubleshooting issues in AWS cloud infrastructure, Operating System and networking in customer environments. We expect you to do in-depth troubleshooting to identify the Root cause of the issue. You should be innovative in solving the recurring issues / alerts in the customer environment. You should also be able to mentor and develop SOPs for L1’s in the team.
- Providing technical support to customers, including troubleshooting and resolving technical issues related to AWS infrastructure.
- Collaborating with Level 1 & 3 Support Engineers, Internal stakeholders, and other support teams to diagnose and resolve complex technical issues
- Responding to and resolving technical issues reported by customers or detected through monitoring tools. This includes troubleshooting network connectivity, performance issues and security incidents.
- Utilize monitoring tools such as CloudWatch and Splunk to track system health and respond to incidents to ensure high availability.
- Should have knowledge or experience working with AWS Backup Services and Patch Management life cycle thru AWS SSM.
- Conducting root cause analysis and identifying opportunities for system and process improvements.
- Following established incident management procedures to mitigate the impact of disruptions.
- Collaborate with other teams and vendors to promptly escalate and resolve critical issues and work towards service improvements.
- Generating reports to analyse trends, evaluate the performance of the Event Management process, and contribute to continual service improvement.
- Creating and maintaining standard operating procedures, documentation of configurations and processes.
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