AWS Production Support Engineer

Overview

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Responsibilities

• Provide production support for AWS hosted enterprise applications.
• Monitor applications and infrastructure using Amazon CloudWatch, AWS CloudTrail, Splunk, and related tools.
• Investigate alerts through the AWS console, logs, and metrics to identify failure points and business impact.
• Troubleshoot AWS services and Amazon SNS related events.
• Manage incidents, operational tickets, and support queues through ServiceNow.
• Perform technical triage and coordinate resolution with application developers, cloud teams, and SMEs.
• Escalate complex incidents with complete technical findings and supporting evidence.
• Follow established knowledge articles while independently investigating issues without documented resolutions.
• Support weekday deployments, application releases, and production change activities.
• Participate in LTO 2/LTO 3 resiliency exercises and scheduled weekend LQS activities.
• Identify vulnerabilities and operational risks encountered during production support.
• Develop knowledge of application functionality and take increasing ownership of recurring incidents.
• Ensure incidents and tickets are progressed or resolved in a timely manner.
• Work effectively within the team's 24x7 production support model.

Requirements

• 2+ years of hands on AWS cloud operations and production support experience.
• Strong ability to navigate the AWS console and troubleshoot application, service, and infrastructure issues.
• Hands on experience with Amazon CloudWatch and AWS CloudTrail for monitoring, logs, metrics, and incident investigation.
• Strong production troubleshooting, log analysis, and incident triage skills.
• Experience with ServiceNow for incident and ticket management.
• Ability to investigate application alerts, transaction failures, AWS service issues, and operational incidents.
• Experience coordinating incident resolution with application development teams, cloud teams, and technical SMEs.
• Ability to work independently when a knowledge article or documented procedure does not fully address an issue.
• Strong communication, ownership, analytical thinking, and problem solving skills.
• Flexibility to support releases, production changes, resiliency activities, and changing support schedules.
• Ability to work effectively within a 24x7 production environment.