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 clients’ AWS environments, ensuring high availability, performance and security.

Key responsibilities

• Monitor AWS infrastructure using CloudWatch, Datadog, Nagios and similar tools.
• Respond to alerts, incidents and service requests in a 24x7 shift model.
• Perform initial triage, severity assessment and execute predefined runbooks.
• Troubleshoot EC2 health, EBS volume status, ELB/ALB connectivity, basic RDS checks and IAM access issues.
• Maintain incident logs and update ServiceNow/Jira tickets while ensuring SLA compliance.
• Escalate complex issues to L2/L3 teams with proper documentation.
• Conduct deep‑dive troubleshooting and root‑cause analysis of AWS service problems.
• Manage and support core AWS services (EC2, S3, VPC, IAM, RDS, CloudFront, Route 53, Lambda).
• Address performance, scaling and service degradation concerns.
• Validate deployments and perform post‑deployment checks.
• Automate routine tasks using Shell, Python or AWS CLI scripts.
• Collaborate with DevOps and engineering teams for problem resolution.
• Contribute to improvement of runbooks and incident response processes.

Required profile

• 2–4 years of experience in AWS cloud infrastructure support (L1/L2).
• Experience in a Managed Services or multi‑client environment.
• Willingness to work 24x7 rotational shifts, including nights, weekends and holidays.
• Strong communication skills for incident reporting and escalation.
• Ownership mindset for incident resolution.
• AWS Cloud Practitioner or Solutions Architect Associate certification (preferred).
• Familiarity with Infrastructure as Code tools such as Terraform or CloudFormation (preferred).

Required skills

• Amazon Web Services (EC2, S3, VPC, IAM, RDS, CloudFront, Route 53, Lambda).
• Monitoring tools (CloudWatch, Datadog, Nagios).
• Linux/Unix system administration.
• Shell scripting.
• Python scripting.
• AWS CLI.
• ITSM tools (ServiceNow, Jira).
• Networking concepts (DNS, TCP/IP, Load Balancing).
• Terraform or CloudFormation (IaC).
• CI/CD pipeline concepts.