Description

Key Responsibilities

• Provide production support for AWS-hosted applications, APIs, and cloud services.
• Own production incidents throughout their lifecycle, from initial triage through resolution and closure.
• Coordinate with engineering, platform, product, and operations teams to resolve production issues.
• Communicate incident status, business impact, and resolution progress to stakeholders.
• Lead and participate in Root Cause Analysis (RCA) activities.
• Drive continuous improvements that enhance platform stability and operational excellence.
• Monitor cloud environments and ensure platform reliability through monitoring, alerting, and security best practices.
• Develop, maintain, and enhance operational runbooks and documentation.
• Conduct knowledge transfer sessions to prepare support teams for production operations.
• Support operational readiness initiatives across AWS cloud platforms.
• Participate in scheduled on-call rotations and manage high-priority production incidents.
• Identify process gaps and recommend improvements to support models, workflows, and operational procedures.

Required Qualifications

• 2–4 years of professional experience (Required)
• Bachelor's degree preferred (not mandatory)
• Experience supporting customer-facing production platforms in enterprise environments.
• Strong ownership mindset with accountability for service stability and incident resolution.
• Experience managing incidents from start to finish in complex production environments.
• Excellent collaboration skills working with cross-functional engineering and business teams.

Required Technical Skills

• AWS Cloud Services
• AWS Kinesis
• AWS Lambda
• AWS Fargate
• API Production Support
• Production Support
• Incident Management
• Root Cause Analysis (RCA)
• ServiceNow
• Azure DevOps
• CI/CD Pipelines
• Monitoring & Alerting
• Operational Readiness
• Runbook Creation & Maintenance
• Enterprise ITSM Frameworks
• Production Monitoring
• Cloud Operations
• Customer-Facing Platform Support
• Cross-Functional Collaboration
• Documentation & Knowledge Transfer

Required Soft Skills

• Excellent verbal and written communication
• Strong stakeholder management
• Ability to communicate technical issues to non-technical audiences
• Problem-solving and analytical thinking
• Ability to remain composed during critical production incidents
• Strong organizational and multitasking skills
• Team collaboration and relationship management
• Proactive ownership and accountability

Key Skills

Education

Bachelor's degree