Cloud Engineer II

Overview

Support and operate customer AWS cloud infrastructure across production and non-production environments, handling Level 2 technical incidents, break-fix activities and customer-approved changes.

What you'll do

• Manage and support customer AWS cloud infrastructure across production and non-production environments.
• Handle Level 2 technical incidents involving medium to complex infrastructure issues.
• Troubleshoot and resolve issues related to AWS compute, storage, networking, databases, security and other cloud services.
• Perform root cause analysis and implement corrective actions to prevent recurring incidents.
• Monitor infrastructure health, availability, capacity and performance.
• Work on break-fix activities to restore services and minimize customer downtime.
• Own and resolve assigned technical tickets within defined SLAs.
• Investigate incidents, identify underlying technical issues and provide appropriate resolutions.
• Execute customer-approved infrastructure changes, including configuration modifications, resource provisioning and troubleshooting.
• Participate in major incident management and technical escalations.
• Maintain accurate ticket updates, technical documentation and resolution notes.
• Follow ITIL-based incident, problem and change management processes.
• Work directly with global customers to understand and resolve their infrastructure-related issues.
• Provide timely updates on incidents, changes and service requests.
• Participate in customer calls, technical discussions and service review meetings when required.
• Coordinate with L1, L3 and other technical teams for escalations and complex issue resolution.

What you'll need

• Minimum 4–5 years of hands-on experience in AWS Cloud Infrastructure Support and Operations.
• Strong practical knowledge of multiple AWS services and their troubleshooting methodologies.
• Hands-on experience and troubleshooting knowledge across AWS compute (EC2, Auto Scaling, Elastic Load Balancing, AMIs), storage (S3, EBS, EFS, Storage Gateway), networking (VPC, Subnets, Route Tables, Internet Gateway, NAT Gateway, Security Groups, NACLs, Route 53, VPN, Direct Connect), databases (RDS, Aurora, DynamoDB), monitoring (CloudWatch, CloudTrail, AWS Config), security and identity (IAM, KMS, AWS Organizations, AWS Systems Manager), backup and recovery (AWS Backup, EBS Snapshots, Disaster Recovery) and high availability (Multi-AZ architecture, Auto Scaling and fault-tolerant infrastructure).
• Experience managing production AWS environments in a Managed Services or Enterprise support setup.
• Proven experience handling medium to complex infrastructure incidents and break-fix activities.
• Good understanding of Linux and Windows operating systems troubleshooting.
• Understanding of TCP/IP, DNS, routing, firewalls, VPN and cloud networking concepts.
• Experience working with ITSM tools such as ServiceNow, Jira Service Management or similar ticketing platforms.
• Experience working with global customers across different geographical regions and time zones.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage priorities and work independently in a 24x7 support environment.
• Mandatory certification: AWS Certified Solutions Architect – Associate.

Nice to have

• AWS Certified SysOps Administrator – Associate.

Details

• Work from home, Gurgaon, India.
• Works in a 24x7 support environment.