Job
Description
Description Experience Level10+ Years Job Summary As an AWS Technical Lead specializing in client-facing support, you will be the key point of contact between clients and internal teams, responsible for providing technical expertise, ensuring high service availability, and leading the support of AWS infrastructure solutions. With a focus on customer satisfaction, youll leverage your deep knowledge of AWS services and architecture to resolve complex technical issues, support continuous improvement, and maintain the reliability of client environments. This role involves coordinating with both technical teams and clients to address needs effectively. Key Responsibilities Client Support Communication oServe as the primary AWS technical point of contact for clients, managing client communications, expectations, and escalations. oLead technical discussions with clients, gathering requirements, and providing tailored solutions that align with client goals. oConduct regular check-ins and reviews with clients, proactively addressing their needs and identifying optimization opportunities. Incident Management Troubleshooting oLead the diagnosis, resolution, and root-cause analysis of complex incidents in client AWS environments. oEstablish and maintain incident response plans, ensuring quick resolution and minimal downtime. oDocument issues, incidents, and solutions for knowledge transfer and future reference. Monitoring Optimization oImplement monitoring solutions and maintain operational oversight of client environments using tools like AWS CloudWatch, Datadog, or Prometheus. oProactively identify and address performance issues, bottlenecks, and areas for improvement. oWork with clients to plan and implement resource optimization to control and reduce costs. Team Leadership Knowledge Sharing oMentor and support junior support engineers, sharing best practices and guiding them in client communications and technical troubleshooting. oLead regular review meetings to assess ongoing support performance and client satisfaction. oOrganize knowledge-sharing sessions to enhance the teams AWS support capabilities. Operational Excellence Automation oImplement automation and Infrastructure as Code (IaC) practices, leveraging tools like AWS CloudFormation, Terraform, or AWS CDK to reduce manual tasks. oDesign and optimize CI/CD pipelines to support deployment needs, using tools like AWS Code Pipeline or Jenkins. oDevelop and enforce AWS operational standards and best practices across all client environments. Security Compliance oWork with clients to ensure AWS environments meet security standards, including IAM policies, and data encryption. oPerform regular security assessments and help clients align with industry-specific compliance requirements (e.g., SOX, GDPR, HIPAA). oImplement security measures to safeguard data and minimize vulnerabilities within client AWS infrastructure. Key Qualifications Experience o10+ years of experience in IT, with at least 5 years in AWS support or cloud operations. oProven experience in a client-facing technical support role, with a focus on incident management, troubleshooting, and client satisfaction. Technical Skills Must have oAWS ExpertiseProficiency with AWS core servicesEC2, S3, RDS, IAM, VPC, Lambda, Step Functions, EKS, Load Balancer, Auto Scaling, CloudWatch, Secrets Manager, ACM, and understanding of advanced features like Route 53 and Akamai. oDevOps CI/CDExperience with DevOps practices, containerization (Docker, Kubernetes), Jenkins, and CI/CD tools Strong skills in scripting (e.g., Python, Bash, PowerShell) to automate and streamline support processes. oScripting Automation Monitoring LoggingExperience with monitoring and logging tools like CloudWatch, Splunk, ELK Stack, New Relic, Prometheus, and Grafana. Nice to have o IaC ToolsProficiency in Infrastructure as Code tools like Terraform, AWS CloudFormation, or AWS CDK. Client-Facing Skills oExcellent communication and interpersonal skills to build trust and rapport with clients. oAbility to translate complex technical issues into clear explanations and solutions for clients. oSkilled in managing escalations, prioritizing client concerns, and handling high-pressure situations professionally. Soft Skills oStrong analytical and problem-solving skills, with the ability to think critically in troubleshooting scenarios. oHighly organized, detail-oriented, and able to manage multiple client environments concurrently. oLeadership abilities, with experience mentoring team members and fostering a positive team environment. Preferred Certifications AWS Certified Solutions Architect Professional or Associate OR AWS Certified SysOps Administrator Associate Named Job Posting? (if Yes - needs to be approved by SCSC) Additional Details Global Grade D Level To Be Defined Named Job Posting? (if Yes - needs to be approved by SCSC) No Remote work possibility No Global Role Family To be defined Local Role Name To be defined Local Skills Linux;Jenkins;New Relic Languages RequiredENGLISH Role Rarity To Be Defined
