Senior Infrastructure Support Engineer - AWS

As a senior Infrastructure Support Engineer, you play a vital role in maintaining technical excellence and operational efficiency, with a primary focus on cloud environments. You'll help clients through the transition to agile, value-focused practices, emphasizing shared responsibility and continuous improvement. You will monitor infrastructure performance, respond to incidents promptly and maintain resources in line with modern standards, incorporating sustainable practices.

• You will keep a vigilant eye on the operations of shipped products and services following the agreed upon “Eyes on glass/Follow the sun” engagement models.
• You will monitor product/service operations against key performance indicators defined by the business and take necessary actions in response to detected deviations.
• You will define and document the appropriate responses to various kinds of incident scenarios in collaboration with the Service Reliability Engineering (SRE) team and client stakeholders, and prepare runbooks.
• You will reduce the human effort in day-to-day operations by automating operations, using the latest tech stacks befitting the task and improving the overall efficiency of the entire team as time progresses.
• You will be the first responder to incidents in production/other high-value environments and execute the appropriate response as established by runbooks or based on your judgment of incidents.
• You will initiate or establish communication to the support teams across all service functions, setting up war rooms for incident response, coordinating with tech leads, SRE leads and development teams to resolve incidents, as necessary.
• You will prepare incident root cause analysis (RCA) and postmortem reports, explaining analyses and outlining preventive measures to clients; Collaborating with SRE, development teams or independently, your role is to ensure clear communication and proactive steps for future incident prevention.
• You will implement service/product reliability improvement in collaboration with service reliability engineers by writing infrastructure/observability configuration code.

Technical Skills

Professional Skills

Learning & Development

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