AWS Cloud Infrastructure Support Engineer (L1/L2) – MSP (24x7)

About the role

We are looking for an AWS Cloud Infrastructure Support Engineer to join our Managed Services team. The role provides 24x7 operational support for multiple client environments on AWS, ensuring high availability, performance, and security.

Key responsibilities

• Monitor AWS infrastructure using CloudWatch, Datadog, Nagios and respond to alerts in a 24x7 shift model.
• Perform initial triage, categorize incidents, execute runbooks and document actions in ServiceNow or Jira.
• Troubleshoot basic issues such as EC2 health, EBS volume status, ELB/ALB connectivity, RDS performance, and IAM access.
• Escalate complex problems to L2/L3 teams with proper documentation.
• Conduct deep‑dive investigations, root‑cause analysis and provide work‑arounds for advanced AWS issues.
• Support and configure core AWS services (EC2, S3, VPC, IAM, RDS, CloudFront, Route 53, Lambda).
• Assist with performance tuning, scaling, and post‑deployment validation.
• Automate routine tasks using Shell, Python, AWS CLI and collaborate with DevOps teams.

Required profile

• 2–4 years of experience in AWS L1/L2 support within a Managed Services or multi‑client environment.
• Strong problem‑solving abilities and capacity to work under pressure in production settings.
• Effective communication skills for incident reporting and escalation.
• Willingness to work rotational shifts, including nights, weekends and holidays.

Required skills

• AWS core services (EC2, S3, VPC, IAM, RDS, CloudFront, Route 53, Lambda)
• Monitoring tools (CloudWatch, Datadog, Nagios)
• Linux/Unix system administration
• Shell scripting and Python
• AWS CLI
• ITSM tools (ServiceNow, Jira)
• Networking concepts (DNS, TCP/IP, Load Balancing)
• Infrastructure as Code (Terraform, CloudFormation)
• CI/CD pipeline basics