Level 3 AWS Infrastructure Support Engineer

Level 3 AWS Infrastructure Support Engineer

• Monitor system health using Datadog and AWS-native tools
• Investigate alerts and anomalies using established runbooks
• Resolve production incidents when possible
• Escalate complex issues quickly and accurately
• Maintain clean, auditable incident documentation

This role is ideal for someone who thrives in high-trust, high-impact operational environments.

• Provide

  initial response within 15 minutes

  for all high-priority production alerts
• Investigate, mitigate, and resolve production outages when feasible
• Escalate unresolved or complex issues using the defined escalation matrix
• Act as the
  owner of the production system stability

• Analyze and respond to

  Datadog monitor alerts

  across infrastructure and application layers
• Identify abnormal patterns, trend-line deviations, and early indicators of systemic risk
• Proactively notify stakeholders of significant performance or stability concerns
• Contribute insights for preventive and corrective actions

• Track recurring alerts and incidents
• Provide analysis and recommendations to reduce alert noise and improve system resilience
• Participate in weekly validation of Datadog alert configurations and thresholds

• Maintain clear, concise, and timely communication during incidents
• Document all incidents, alarms, and observations in

  Jira

  during each shift
• Ensure handoff notes are complete and actionable for daytime engineering teams
  

• ECS (Fargate)
• RDS
• ElastiCache
• EC2
• Lambda
• API Gateway
• S3

• Datadog (monitoring, alerts, dashboards)
• Jira (incident tracking and documentation)

• 5+ years

  of hands-on AWS infrastructure administration and support
• Proven experience supporting

  production-grade, high-availability systems

• Strong background in incident response within enterprise or scale-up environments

• Deep operational knowledge of AWS services and distributed systems
• Strong troubleshooting and root-cause analysis skills under tight SLAs
• Ability to follow runbooks while also knowing when to think beyond them
• Calm, structured decision-making during production incidents

• AWS Certified Solutions Architect – Associate or Professional
• AWS Certified DevOps Engineer – Professional (Nice to Have)

• Alert Escalation SLA:

  ≤ 15 minutes for high-priority alarms

• Availability:

  Consistent overnight coverage ( IST Day Shift )

• Reliability:

  Zero missed critical alerts during assigned coverage windows

• Monthly Service Performance Report

  , including:
• Alerts monitored
• Incidents resolved
• Escalations
• SLA adherence metrics

• Weekly Datadog Validation

  , ensuring alert accuracy and functionality