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.