IT Service Management Representative

Project Role : IT Service Management Representative
Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.
Must have skills : Amazon Web Services (AWS)
Good to have skills : Kubernetes
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Overview: The AWS Operations Lead Analyst is responsible for overseeing end-to-end operational stability, availability, and performance of AWS-hosted applications. This role combines deep technical expertise with leadership and process management skills to ensure reliable operations, efficient incident management, and continuous service improvement across environments. ________________________________________ Key Responsibilities: • Lead a team of L1/L2 analysts in 24x7 operations, ensuring proactive monitoring, incident resolution, and adherence to SLAs. • Oversee batch job monitoring, environment health checks, and service availability across AWS workloads (EC2, Lambda, RDS, S3, CloudWatch, etc.). • Perform advanced troubleshooting and root cause analysis for critical incidents and coordinate with L3/engineering teams for permanent fixes. • Drive automation and process optimization initiatives to improve efficiency and reduce manual intervention. • Manage patching, deployment coordination, and production readiness reviews in collaboration with DevOps and application teams. • Review and approve operational runbooks, SOPs, and knowledge articles; ensure process compliance across shifts. • Prepare and publish operational reports, shift trackers, trend analysis, and capacity planning insights for leadership reviews. • Partner with stakeholders to define and implement monitoring strategies, alerting thresholds, and escalation workflows. • Ensure security and compliance adherence through periodic audits, vulnerability remediation, and certificate renewals. • Mentor and guide junior analysts, fostering continuous learning and cross-skilling within the team. ________________________________________ Must-Have Skills: • 10–12 years of experience in IT Operations, with at least 5+ years focused on AWS cloud environments. • Strong understanding of AWS core services — EC2, S3, Lambda, RDS, CloudWatch, CloudTrail, and IAM. • Proven experience in leading operations, monitoring, and incident management for enterprise-scale applications. • Expertise in automation and scripting using Python, Shell, or PowerShell. • Proficiency with monitoring and ITSM tools like Dynatrace, CloudWatch, ServiceNow, and Jira. • Strong analytical, problem-solving, and stakeholder communication skills. • Strong focus on service delivery and SLA management. ________________________________________ Good-to-Have Skills: • Knowledge of DevOps and CI/CD pipelines (AWS CodePipeline, Jenkins, or GitHub Actions). • Exposure to infrastructure-as-code tools (CloudFormation, Terraform). • Experience in cost optimization, performance tuning, and capacity planning within AWS. • Awareness of security best practices and compliance frameworks (SOC2, ISO 27001, HIPAA). • Hands-on experience in coordinating DR drills, OS patching, and backup/restore processes. Additional Information: - The candidate should have minimum 2 years of experience in Amazon Web Services (AWS). - This position is based at our Hyderabad office. - A 15 years full time education is required. - 5 days Work from office is compulsory.