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Cloud Engineer L2 Support

Cloud Engineer L2 Support

NorthBayIslamabad, Punjab, Pakistan
30+ days ago
Job type
  • Full-time
Job description

Job Overview

As an AWS Senior Cloud Engineer / Solution Architect for L2 and L3 Support responsibilities, you will play a crucial role in designing, managing, and supporting cloud-based solutions for our clients. Your primary focus will be on AWS technologies, ensuring optimal cloud infrastructure setup, performance monitoring placement, and medium to advanced problem resolution. You will serve as the 2nd and / or 3rd point of contact for our clients, providing technical support, guidance and troubleshooting for cloud services. This position requires a blend of technical expertise in AWS cloud services, excellent problem-solving skills, and a strong customer obsession.

Key Responsibilities

  • Design, manage and troubleshoot AWS cloud solutions to meet client requirements.
  • Provide Level 2 and 3 technical support to clients, including incident management, medium to advanced troubleshooting and problem resolution related to AWS cloud services.
  • Ensure that the L1 Team monitors cloud environments for optimal performance, security and cost-efficiency. Respond to incidents which are escalated by the L1 support teams.
  • Collaborate with engineering and support teams to escalate unresolved issues, share insights and implement best practices for cloud management.
  • Assist in the development and maintenance of documentation for cloud architectures, deployment procedures and support guidelines.
  • Conduct regular reviews of cloud resource utilization and recommend adjustments to the customer in order to improve efficiency and reduce costs.
  • Participate in the MSP's on-call rotation for after-hours support and incident response.
  • Keep abreast of the latest AWS features, technologies and best practices to advise and implement solutions that enhance client infrastructure.
  • Ensure that the L1 team effectively manages the customer support tickets and their life cycle in the JIRA Service Management (ITMS) Tool.
  • Provide technical support services as per the signed SLAs with the customers.
  • Provide consulting services in case custer wants to upgrade his AWS environment or the individual services.
  • Implement solutions using Infrastructure as Code (ICA) (Terraform or Cloud Formation)
  • Provide / Support optimized solutions around datastores offered by AWS including SQL / No SQL Databases and Data Warehouse solutions.
  • Monitor ETL Jobs along with the troubleshooting / performance optimization.
  • Work with the Development team for deployment, management and security of CI / CD (Code) Pipelines using AWS native or third party tools.

Qualifications

  • Bachelor’s degree in Computer Science, Information Technology or related field.
  • 4+ years of experience in cloud solution providers (CSPs) specifically with AWS (e.g. Control Tower, SCP, EC2, S3, RDS, CloudWatch, VPC, Web Application Firewall, Security Groups, NACL, AWS Billing Management, Lambda, ECS, RedShift, RDS, Cloudformation).
  • Database, Data Warehouse, ETL experience will be preferred
  • Familiar with Infrastructure as Code (CloudFormation / Terraform) & DevOps will be preferred.
  • AWS certification is a must. (AWS Certified Solutions Architect Associate or Professional or equivalent).
  • AWS Speciality Certification will be an added advantage.
  • Experience in providing L2 and L3 technical support, with excellent problem-solving and communication skills.
  • Detailed knowledge of cloud monitoring and auditing tools (e.g. AWS CloudWatch, CloudTrail, Config) and incident management systems. (e.g Jira Service Manager)
  • Detailed understanding of cloud security best practices and compliance frameworks. (AWS Well Architected Framework).
  • Ability to work independently and as part of a team, with a strong sense of responsibility and initiative.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.

    • Career Path Opportunities

  • Principal Solution Architect / Subject Matter Expert (SME)
  • MSP Services Technical Manager