Job
Description
Role Overview: The L3 Engineer and MS Team Lead is responsible for overseeing day-to-day operations, managing escalations, and driving automation within the Amazon Connect Managed Services framework. This role ensures optimal service availability, operational efficiency, and continuous improvements aligned with business objectives. Key Responsibilities: Lead and manage end-to-end operations of Amazon Connect, ensuring high availability, performance, and SLA compliance. Serve as the primary escalation point for critical incidents and complex technical challenges. Drive automation and process improvements to enhance service delivery and operational efficiency. Implement proactive monitoring, alerting, and reporting to mitigate risks and optimize service performance. Collaborate with L1/L2 engineers, security teams, and cloud architects for effective issue resolution and service enhancements. Interface with AWS Support and third-party vendors for troubleshooting and continuous service improvement. Establish and maintain Standard Operating Procedures (SOPs) and best practices for NOC operations. Support service transition planning for onboarding new customers and managing evolving operational requirements. Provide on-call support for escalations , ensuring critical issues are addressed promptly. Required Skills & Qualifications: 5+ years of experience in NOC operations, L3 support, or cloud-based contact center management . Expertise in Amazon Connect, AWS cloud services, networking, and VoIP technologies . Proficiency in incident, problem, and change management processes within an ITIL framework. Hands-on experience with automation, scripting, and Infrastructure-as-Code (IaC) . Familiarity with monitoring and observability tools (e.g., AWS CloudWatch, Splunk, Datadog). Strong troubleshooting skills in SIP, IVR flows, call routing, and cloud telephony integrations . AWS certifications (e.g., AWS Certified Advanced Networking, AWS Certified Solutions Architect) preferred. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts /EST • Monday to Friday Fixed working days Benefits and compensation : Group Health insurance and other benefits. The Best working culture and growth opportunities. • Learning opportunities in leading technologies • Compensation as per Market Standard
