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

J ob Summary

We are seeking a skilled AWS Cloud Infrastructure Support Engineer (L1/L2) to join our Managed Services team. The role involves providing 24x7 operational support for cloud-hosted environments, ensuring high availability, performance, and security of AWS infrastructure for multiple clients. The candidate will be responsible for incident resolution, monitoring, troubleshooting, and escalation support within defined SLAs.

Key Responsibilities

L1 Responsibilities (Primary Support / Monitoring)

• Monitor AWS cloud infrastructure using monitoring tools (CloudWatch, Datadog, etc.)

• Respond to alerts, incidents, and service requests in a 24x7 shift model

• Perform initial triage and categorize incidents (severity assessment)

• Execute predefined runbooks and operational playbooks

• Handle basic troubleshooting of:

  • EC2 instance health

  • EBS volume status

  • ELB / ALB connectivity issues

  • RDS basic checks (CPU, storage, availability)

  • IAM access issues (basic validation)

• Escalate complex issues to L2/L3 teams with proper documentation

• Maintain incident logs and update ticketing systems (ServiceNow/Jira)

• Ensure SLA adherence and timely communication updates

L2 Responsibilities (Advanced Support / Troubleshooting)

• Perform deep-dive troubleshooting of AWS infrastructure issues

• Analyze root cause of incidents and provide resolution or workarounds

• Manage and support AWS services including:

  • EC2, S3, VPC, IAM, RDS, CloudFront, Route 53, Lambda (basic–intermediate)

• Handle performance issues, scaling concerns, and service degradation

• Support deployment validation and post-deployment checks

• Assist in automation of routine tasks using scripts (Shell, Python, AWS CLI)

• Work closely with DevOps and Engineering teams for problem resolution

• Participate in RCA (Root Cause Analysis) documentation

• Improve operational runbooks and incident response processes

Required Skills & Experience

• 2–4 years of experience in AWS cloud infrastructure support (L1/L2 roles)

• Strong understanding of AWS core services (EC2, S3, VPC, IAM, RDS)

• Experience with monitoring tools (CloudWatch, Datadog, Nagios, etc.)

• Hands-on experience with Linux/Unix systems administration

• Basic scripting knowledge (Shell / Python preferred)

• Experience with ITSM tools (ServiceNow, Jira, etc.)

• Understanding of networking concepts (DNS, TCP/IP, Load Balancing)

• Ability to work in 24x7 rotational shifts

Good to Have

• AWS certifications (AWS Cloud Practitioner / Solutions Architect Associate)

• Experience in MSP or multi-client environments

• Exposure to Infrastructure as Code (Terraform, CloudFormation)

• Knowledge of CI/CD pipelines

• Basic security best practices in AWS environments

Soft Skills

• Strong problem-solving and analytical skills

• Ability to work under pressure in production environments

• Good communication skills for incident reporting and escalation

• Team collaboration in a shift-based environment

• Ownership mindset for incident resolution

Work Environment

• 24x7 rotational shifts (including nights, weekends, and holidays)

• Production support for multiple enterprise AWS environments

• High focus on SLA-driven service delivery