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:
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Adhere to quality standards (Voice & Accent, Technical Monitoring) and comply with regulatory and company policies.
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Deliver a positive customer experience through First Call Resolution (FCR) and by minimizing Average Handling Time (AHT), rejected resolutions, and reopen cases.
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Maintain high login efficiency (availability) to support customer needs effectively.
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Provide Level 1 remote desktop support via phone, email, or chat to diagnose and resolve hardware, software, and network issues within agreed SLA timelines.
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Update worklogs, follow escalation protocols, and route complex issues to Level 2 and Level 3 IT support teams as needed.
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Engage in value-added activities such as knowledge base updates and continuous self-development.
Required Skills & Qualifications:
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Primary Skill: AWS Cloud Operations
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Secondary Skillsets: Terraform & Kubernetes
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Prior experience in technical support/helpdesk/remote desktop support preferred.
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Strong troubleshooting skills for Windows, macOS, and basic network issues.
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Excellent communication skills with a customer-focused approach.
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Ability to work in a fast-paced environment and meet SLAs.
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Knowledge of ITIL processes is a plus.
AWS Infrastructure Responsibilities:
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Onboarding & Integration:
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Facilitate the seamless onboarding of new business units onto the cloud platform, ensuring alignment with organizational security and operational standards.
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Should be familiar with AWS, Terraform, Helm, or similar technologies.
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Work with experienced cross-functional engineers to understand the requirements and build cloud infrastructure with scalability in mind.
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Understand and maintain the multi-account landing zone on AWS IAM Identity Center and AWS Control Tower.
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Experience with infrastructure-as-code (IaC) tools, specifically Terraform.
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Experience with EKS would be helpful as some of our observability and vulnerability scanners run on Kubernetes. The rest run on EC2.
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Observability Support:
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Enhance and support observability capabilities by integrating metrics, logs, traces, and synthetic testing tools to provide comprehensive insights for engineering teams.
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Should be familiar with Grafana Enterprise, DataDog, or similar observability tools.
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Vulnerability Scanning:
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Conduct and manage regular vulnerability assessments to identify, report, and assist in the remediation of security risks within new business unit environments.
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Should be familiar with Tenable, BurpSuite, Anchore, or other vulnerability scanners.
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Why Join Us?
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Work in a collaborative and growth-oriented environment.
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Opportunity to enhance your technical skills with hands-on experience.
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Competitive salary and benefits package.
If you are ready to take your IT support career to the next level, apply today!