Cloud Engineer II

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee and assist with customer AWS cloud infrastructure in both production and non-production settings

• Address Level 2 technical incidents that involve medium to complex infrastructure challenges

• Diagnose issues related to AWS compute, storage, networking, databases, security, and other cloud services

• Conduct root cause analysis and implement necessary corrective measures

• Monitor the health, availability, capacity, and performance of the infrastructure

• Perform break-fix tasks to restore services and reduce customer downtime

• Take ownership of and resolve technical tickets within established SLAs

• Investigate incidents and deliver suitable resolutions

• Carry out customer-approved infrastructure changes, configuration updates, and resource provisioning

• Engage in major incident management and handle technical escalations

• Maintain updates on tickets, technical documentation, and resolution notes

• Adhere to ITIL-based incident, problem, and change management processes

• Collaborate directly with global customers on infrastructure-related challenges

• Provide updates on incidents, changes, and service requests

• Participate in customer calls, technical discussions, and service review meetings

• Coordinate with L1, L3, and other technical teams on escalations and complex issue resolutions

⛳️ Requirements

• At least 4–5 years of hands-on experience in AWS Cloud Infrastructure Support and Operations

• Strong practical expertise in various AWS services and troubleshooting techniques

• Experience managing production AWS environments in a Managed Services or Enterprise support framework

• Proven track record in handling medium to complex infrastructure incidents and break-fix tasks

• Solid understanding of troubleshooting for Linux and Windows operating systems

• Familiarity with TCP/IP, DNS, routing, firewalls, VPN, and cloud networking principles

• Experience utilizing ITSM tools such as ServiceNow, Jira Service Management, or similar ticketing systems

• Experience interacting with global customers across multiple geographical regions and time zones

• Strong analytical, troubleshooting, and problem-solving abilities

• Exceptional verbal and written communication skills

• Capability to manage priorities and work autonomously in a 24x7 support environment

• Mandatory: AWS Certified Solutions Architect – Associate

• AWS Certified SysOps Administrator – Associate is a plus

🏝️ Benefits

• Equal employment opportunity

• Disability or special-needs accommodations available