Job Description

Location: Bangalore/Hyderabad (Flexible)
Employment Type: Full-Time
Salary: Up to 120K/month
Shifts: Regular/Overlapping UK

Are you passionate about providing top-notch technical support and ensuring a seamless customer experience? We are hiring on behalf of our client for an AWS Cloud Operations Engineer to join a dynamic IT support team. If you have a strong understanding of troubleshooting hardware, software, and network issues, this role is perfect for you!

Key Responsibilities:

• Adhere to quality standards (Voice & Accent, Technical Monitoring) and comply with regulatory and company policies.

• Deliver a positive customer experience through First Call Resolution (FCR) and by minimizing Average Handling Time (AHT), rejected resolutions, and reopen cases.

• Maintain high login efficiency (availability) to support customer needs effectively.

• Provide Level 1 remote desktop support via phone, email, or chat to diagnose and resolve hardware, software, and network issues within agreed SLA timelines.

• Update worklogs, follow escalation protocols, and route complex issues to Level 2 and Level 3 IT support teams as needed.

• Engage in value-added activities such as knowledge base updates and continuous self-development.

Required Skills & Qualifications:

• Primary Skill: AWS Cloud Operations

• Secondary Skillsets: Terraform & Kubernetes

• Prior experience in technical support/helpdesk/remote desktop support preferred.

• Strong troubleshooting skills for Windows, macOS, and basic network issues.

• Excellent communication skills with a customer-focused approach.

• Ability to work in a fast-paced environment and meet SLAs.

• Knowledge of ITIL processes is a plus.

AWS Infrastructure Responsibilities:

• Onboarding & Integration:

  • Facilitate the seamless onboarding of new business units onto the cloud platform, ensuring alignment with organizational security and operational standards.

  • Should be familiar with AWS, Terraform, Helm, or similar technologies.

  • Work with experienced cross-functional engineers to understand the requirements and build cloud infrastructure with scalability in mind.

  • Understand and maintain the multi-account landing zone on AWS IAM Identity Center and AWS Control Tower.

  • Experience with infrastructure-as-code (IaC) tools, specifically Terraform.

  • Experience with EKS would be helpful as some of our observability and vulnerability scanners run on Kubernetes. The rest run on EC2.

• Observability Support:

  • Enhance and support observability capabilities by integrating metrics, logs, traces, and synthetic testing tools to provide comprehensive insights for engineering teams.

  • Should be familiar with Grafana Enterprise, DataDog, or similar observability tools.

• Vulnerability Scanning:

  • Conduct and manage regular vulnerability assessments to identify, report, and assist in the remediation of security risks within new business unit environments.

  • Should be familiar with Tenable, BurpSuite, Anchore, or other vulnerability scanners.

Why Join Us?

• Work in a collaborative and growth-oriented environment.

• Opportunity to enhance your technical skills with hands-on experience.

• Competitive salary and benefits package.

If you are ready to take your IT support career to the next level, apply today!