Provide incident response within defined SLAs, troubleshoot production issues, and perform root cause analysis.
Monitor and maintain observability using Splunk, CloudWatch, Zabbix, and similar tools.
Investigate issues across AWS services, networking, APIs, and integrations.
Manage Amazon Connect configurations, contact flows, bots (Lex), and integrations with Lambda, S3, QuickSight, and DynamoDB.
Develop visual process flows, standardized troubleshooting playbooks, and how-to guides for support teams.
Document alert resolution steps and maintain runbooks, knowledge repositories, and playbooks.
Analyze ServiceNow incidents, RCAs, and historical events to extract actionable insights for documentation.
Collaborate with platform and operations teams for incident triage, mock troubleshooting sessions, and continuous improvement.

4+ years of experience in Production Support, NOC, or Site Reliability Engineering roles.
Minimum 3 years of hands-on experience with Amazon Connect (CCaaS).
Strong knowledge of AWS services including Amazon Connect, Lambda, S3, DynamoDB, and CloudWatch.
Proficiency with monitoring and logging tools such as Splunk, CloudWatch, Dynatrace, Zabbix, and Grafana.
Solid understanding of SLIs, SLOs, and core reliability engineering practices.
Excellent communication abilities and strong documentation skills.
Nice to have: AWS certifications.
Experience with Docker/Kubernetes.
Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II).

Production Support Engineer – AWS, CCaaS

Key skills