Key Responsibilities
1. AWS Infrastructure Support
Manage and support customer AWS cloud infrastructure across production and non-production environments.
Handle Level 2 technical incidents involving medium to complex infrastructure issues.
Troubleshoot and resolve issues related to AWS compute, storage, networking, databases, security and other cloud services.
Perform root cause analysis and implement corrective actions to prevent recurring incidents.
Monitor infrastructure health, availability, capacity and performance.
Work on break-fix activities to restore services and minimize customer downtime.
2. Incident, Problem & Change Management
Own and resolve assigned technical tickets within defined SLAs.
Investigate incidents, identify underlying technical issues and provide appropriate resolutions.
Execute customer-approved infrastructure changes, including configuration modifications, resource provisioning and troubleshooting.
Participate in major incident management and technical escalations.
Maintain accurate ticket updates, technical documentation and resolution notes.
Follow ITIL-based incident, problem and change management processes.
3. AWS Technical Expertise
Hands-on experience and troubleshooting knowledge across various AWS services, including:
Compute: EC2, Auto Scaling, Elastic Load Balancing, AMIs.
Storage: S3, EBS, EFS, Storage Gateway.
Networking: VPC, Subnets, Route Tables, Internet Gateway, NAT Gateway, Security Groups, NACLs, Route 53, VPN, Direct Connect.
Databases: RDS, Aurora, DynamoDB.
Monitoring: CloudWatch, CloudTrail, AWS Config.
Security & Identity: IAM, KMS, AWS Organizations, AWS Systems Manager.
Backup & Recovery: AWS Backup, EBS Snapshots, Disaster Recovery.
High Availability: Multi-AZ architecture, Auto Scaling and fault-tolerant infrastructure.
4. Customer & Stakeholder Management
Work directly with global customers to understand and resolve their infrastructure-related issues.
Provide timely updates on incidents, changes and service requests.
Participate in customer calls, technical discussions and service review meetings when required.
Coordinate with L1, L3 and other technical teams for escalations and complex issue resolution.
Demonstrate strong ownership, accountability and customer service skills.
Required Skills & Qualifications
Minimum 4–5 years of hands-on experience in AWS Cloud Infrastructure Support and Operations.
Strong practical knowledge of multiple AWS services and their troubleshooting methodologies.
Experience managing production AWS environments in a Managed Services or Enterprise support setup.
Proven experience handling medium to complex infrastructure incidents and break-fix activities.
Good understanding of Linux and Windows operating systems troubleshooting.
Understanding of TCP/IP, DNS, routing, firewalls, VPN and cloud networking concepts.
Experience working with ITSM tools such as ServiceNow, Jira Service Management or similar ticketing platforms.
Experience working with global customers across different geographical regions and time zones.
Strong analytical, troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to manage priorities and work independently in a 24x7 support environment.
Certification
Mandatory: AWS Certified Solutions Architect – Associate.
AWS Certified SysOps Administrator – Associate would be an added advantage.
What We Are Looking For
A hands-on AWS support engineer who enjoys troubleshooting real-world infrastructure issues.
Someone who can independently investigate and resolve complex customer tickets rather than relying on escalation.
Strong technical ownership and the ability to drive incidents through to resolution.
A customer-focused professional who understands the importance of SLAs, communication and service delivery.
Someone with practical AWS infrastructure knowledge rather than only theoretical or certification-based experience.
About Rackspace Technology
Rackspace Technology is the…