Key skills
AWSCloudDynamoDBJavaScriptNode.jsPythonServiceNowTypeScriptServerlessLambdaS3IAMCloudWatchChange ManagementCommunication
About this role
Role Overview
- Respond to, triage, and resolve incidents and service requests across supported AWS environments.
- Own incidents end-to-end, from initial alert or client report through resolution and closure.
- Diagnose root cause issues, not just symptoms, and implement sustainable fixes.
- Communicate clearly and professionally with internal teams and clients throughout incident lifecycles.
- Escalate complex or high-risk issues appropriately to Incident Management or Development teams.
- Monitor Amazon Connect instances and supporting AWS services to proactively detect and prevent service degradation.
- Investigate and remediate alerts generated via CloudWatch and other monitoring tools.
- Continuously refine alerting thresholds and dashboards to ensure alerts are meaningful, actionable, and timely.
- Perform routine health checks and platform reviews to identify risks before they impact clients.
- Execute approved configuration changes, fixes, and enhancements in support of incident resolution or client requests.
- Create and manage change tickets in alignment with internal change management processes.
- Partner with Developers and TAMs to coordinate changes requiring code updates or architectural review.
- Support platform growth through implementation of new features, integrations, or AWS services.
- Document incidents, resolutions, and changes thoroughly in ServiceNow.
- Contribute to and maintain troubleshooting guides, runbooks, and operational documentation.
- Participate in post-incident reviews and root cause analyses.
- Apply lessons learned to improve monitoring, processes, and platform resilience over time.
- Act as a trusted technical partner to clients during incidents and operational discussions.
- Collaborate effectively with TAMs to support client health, stability, and satisfaction.
- Work closely with Developers to identify recurring issues that may benefit from automation or code changes.
- Uphold professional, calm, and customer-focused communication standards in all interactions.
Requirements
- Experience supporting AWS-based applications or infrastructure in a production environment.
- Hands-on development experience with AWS Lambda, including authoring, deploying, and troubleshooting functions in production.
- Working proficiency in Node.js, Python, and TypeScript for building serverless functions, integrations, and automation scripts.
- Hands-on exposure to one or more of the following: Amazon Connect, CloudWatch monitoring and alerting, IAM, S3, DynamoDB, or related AWS services.
- Experience working within incident management and ticketing systems (e.g., ServiceNow).
- Strong troubleshooting and analytical skills.
- Ability to communicate technical issues clearly to both technical and non-technical audiences.
- Comfort working in a 24x7 operational support model, including on-call rotations.
- AWS Certification (Cloud Practitioner, Associate, or higher).
- Experience supporting contact center technologies or customer experience platforms.
- Familiarity with ITIL-aligned service management practices.
- Experience working in a Managed Services or MSP environment.
- Exposure to regulated or compliance-driven environments (e.g., SOC, FedRAMP, healthcare, financial services).
Tech Stack
- AWS
- Cloud
- DynamoDB
- JavaScript
- Node.js
- Python
- ServiceNow
- TypeScript
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities