AWS Production Support Engineer
Job Description
This position can be located in Chicago, IL, Peoria, IL, OR Irving, TX.
Education Requirements
- High School diploma or equivalent
- Preferred Education: Bachelor's degree
Must Have Skills/Attributes
- AWS
- Incident Management
- Production Support
- ServiceNow
Desired Skills/Experience
- Production support experience (2-4 yrs)
- AWS Kinesis streaming and messaging services (2-4 yrs)
- Experience with root cause analysis and incident management (2-4 yrs)
Required Minimum Education
High School diploma or equivalent
Required Skills
- Supporting production grade, customer facing platforms in complex, multi-team environments
- Demonstrated ownership mindset, taking accountability for service stability, incident outcomes, and follow through beyond initial investigation
- Strong understanding of AWS Kinesis streaming and messaging services, containerized and serverless compute using Fargate and Lambda, and CI/CD pipeline implementation using Azure DevOps
- Utilizing ServiceNow for incident management and Azure DevOps for features, user stories, etc
- Proven ability to partner effectively with engineering, product, and platform teams to resolve issues and improve operational efficiency
- Driving root cause analysis and continuous improvement, turning incidents into long term reliability gains
- Strong understanding of operational readiness standards, including monitoring, alerting and runbooks
- Comfort operating in on-call or escalation roles, maintaining composure and clear communication during high impact incidents
- Identifying gaps in processes or tooling and proactively improving support models, documentation, or workflows
- Experience working within enterprise ITSM frameworks
- Strong communication skills, with the ability to translate technical issues into clear status and impact updates for stakeholders
Analyst/Developer Overview
The resource will provide platform stability and production support for AWS/cloud based services, including on-call support, incident management, and operational readiness. This role is responsible for developing and maintaining runbooks, coordinating technical resolution across teams and driving continuous improvement, while serving as the primary technical liaison between Caterpillar platform teams, product partners and support organizations.
- Own incident tickets through the full lifecycle, from initial triage to resolution and closure
- Collaborate with engineering, platform, product, and operations teams to diagnose issues and coordinate fixes
- Communicate incident status, impact, and resolution progress to stakeholders
- Lead or contribute to root cause analysis and ensure follow up actions are identified and tracked
- Ensure platform reliability through monitoring, alerting, security, and operational best practices
- Respond to and manage production incidents impacting AWS services and APIs
- Drive reliability, stability, and operational readiness improvements across cloud platforms
- Understand end-to-end technical and business flows to support production services effectively
- Develop, maintain, and improve clear, actionable runbooks for operational support
- Lead knowledge transfer sessions to ensure support teams are ready for production support
Benefits
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law.