Senior Infrastructure Support Engineer - AWS

Overview

Senior Infrastructure Support Engineer focused on cloud environments, supporting clients through agile, value-focused practices with a shared-responsibility, continuous-improvement approach.

What you'll do

• Monitor shipped product and service operations against key performance indicators defined by the business and take necessary action on detected deviations.
• Keep a vigilant eye on operations following the agreed "Eyes on glass/Follow the sun" engagement models.
• Define and document appropriate responses to incident scenarios in collaboration with the Service Reliability Engineering (SRE) team and client stakeholders, and prepare runbooks.
• Reduce human effort in day-to-day operations by automating operations using the latest suitable tech stacks, improving overall team efficiency over time.
• Act as first responder to incidents in production and other high-value environments, executing responses established by runbooks or based on your judgment.
• Initiate communication with support teams across service functions, set up war rooms for incident response, and coordinate with tech leads, SRE leads and development teams to resolve incidents as necessary.
• Prepare incident root cause analysis (RCA) and postmortem reports, explaining analyses and outlining preventive measures to clients.
• Implement service and product reliability improvements in collaboration with service reliability engineers by writing infrastructure and observability configuration code.

What you'll need

• Hands-on experience with CI/CD tools such as Jenkins, CircleCI or GitLab for executing deployments.
• Knowledge of Infrastructure as Code (IaC) tech stacks such as Terraform, Ansible, ARM or CloudFormation to provision and manage infrastructure.
• Working experience with observability tools for logging, monitoring, tracing and alerting, e.g. Datadog, Prometheus/Grafana, ELK/EFK/Splunk.
• Experience supporting AWS cloud.
• Hands-on experience executing common operations in managing workloads on container ecosystems, e.g. Docker, Kubernetes, OpenShift.
• Understanding of system performance tuning and scaling for common heavy-load scenarios, highly available systems, and basics of disaster recovery, including failover, backup and recovery concepts.
• Experience operating a Linux OS such as RHEL or a Debian-based OS, familiarity with common Linux operations and commands, reading and tweaking Bash scripts, and managing runtime environment configurations such as environment variables and logs.
• Experience supporting backend storage solutions such as SQL and NoSQL databases, e.g. Postgres and MongoDB, and caching solutions such as Redis and Memcached.
• Experience with networking configuration and security, including load balancing, proxies, transport layer security (TLS) and certificate management, and understanding of standard network protocols and configurations.
• Good understanding of fundamental API concepts such as requests, responses, headers, authentication and JSON payloads.
• Strong communication and articulation skills, proficiency in English, and ability to confidently hold a Q&A discussion with senior stakeholders.
• People skills with an emphasis on close collaboration with multiple cross-functional teams from the client side or Thoughtworks.
• Ability to work under pressure and with composure during production incidents.
• Strong analysis, deduction and reasoning skills, with the ability to identify patterns in data and draw conclusions.
• Strong drive and ownership to sign up and deliver work when called upon, without being overly concerned with role boundaries.
• Willingness to be part of a rotation- and need-based 24x7 available team.

Details

• Locations: Bangalore, Chennai, Gurgaon, Hyderabad and Pune, India.
• Hybrid work mode.
• Rotation- and need-based 24x7 availability.