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

About the role

We are looking for an AWS Cloud Infrastructure Support Engineer (L1/L2) to join our Managed Services team. The role provides 24x7 operational support for multiple client environments, ensuring high availability, performance, and security of AWS services.

Key responsibilities

• Monitor AWS infrastructure using CloudWatch, Datadog, Nagios and respond to alerts in a 24x7 shift model.
• Perform initial triage, categorize incidents, and execute runbooks for EC2, EBS, ELB/ALB, RDS, IAM and basic networking issues.
• Escalate complex problems to L2/L3 teams with proper documentation and maintain incident logs in ServiceNow or Jira.
• Conduct deep‑dive troubleshooting, root‑cause analysis and resolution of performance, scaling and service‑degradation issues.
• Support AWS services such as EC2, S3, VPC, IAM, RDS, CloudFront, Route 53 and Lambda (basic‑intermediate).
• Automate routine tasks with Shell, Python or AWS CLI scripts and collaborate with DevOps and engineering teams.

Required profile

• 2–4 years of experience in AWS cloud infrastructure support (L1/L2).
• Ability to work in 24x7 rotational shifts, including nights, weekends and holidays.
• Strong problem‑solving, analytical and communication skills for incident reporting and escalation.
• Team‑oriented mindset with ownership of incident resolution.

Required skills

• AWS core services: EC2, S3, VPC, IAM, RDS, CloudFront, Route 53, Lambda.
• Monitoring tools: CloudWatch, Datadog, Nagios.
• Linux/Unix systems administration.
• Scripting: Shell, Python (preferred).
• ITSM tools: ServiceNow, Jira.
• Networking concepts: DNS, TCP/IP, load balancing.