Cloud Engineer II

Key Responsibilities:

• AWS Infrastructure Support
  • 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.
• Incident, Problem & Change Management
  • 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.
• AWS Technical Expertise
  • Hands-on experience and troubleshooting knowledge across various AWS services, including:
  • 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 & Identity: IAM, KMS, AWS Organizations, AWS Systems Manager.
  • Backup & Recovery: AWS Backup, EBS Snapshots, Disaster Recovery.
  • High Availability: Multi-AZ architecture, Auto Scaling and fault-tolerant infrastructure.
• Customer & Stakeholder Management
  • 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.
  • Demonstrate strong ownership, accountability and customer service skills.

Required Skills & Qualifications:

• 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.
• 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.

Certification:

• Mandatory: AWS Certified Solutions Architect - Associate.
• AWS Certified SysOps Administrator - Associate would be an added advantage.

What We Are Looking For:

• A hands-on AWS support engineer who enjoys troubleshooting real-world infrastructure issues.
• Someone who can independently investigate and resolve complex customer tickets rather than relying on escalation.
• Strong technical ownership and the ability to drive incidents through to resolution.
• A customer-focused professional who understands the importance of SLAs, communication and service delivery.
• Someone with practical AWS infrastructure knowledge rather than only theoretical or certification-based experience.