AWS L1 Production support- 3 days a week Onsite at Brampton, ON

AWS L1 Production support

Brampton, ON - Hybrid (2-3 days from Office)

Long Term Contract(6 Months to Start with)

1) Monitoring & Alert Handling

• Monitor AWS services and application performance using:

o CloudWatch, CloudTrail, AWS Console dashboards

o Third party tools: Datadog, Splunk, Grafana, New Relic

• Acknowledge, triage, and log alerts raised by monitoring systems.
• Identify false positives and escalate valid incidents based on established SOPs.

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2) First Level Troubleshooting

• Perform basic troubleshooting for:

o EC2 connectivity, CPU/memory/disk utilization alerts

o Application restarts and service health checks

o S3 access or permission issues

o RDS connectivity or basic failover validation

• Restart services/instances as authorized via approved runbooks.

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3) Incident & Request Management

• Respond to incidents within defined SLAs.
• Create, update, and close tickets using ITSM tools such as ServiceNow, JIRA, or Remedy.
• Escalate unresolved or complex issues to L2/L3 or Cloud Engineering teams.

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4) Operational Tasks

• Execute daily/weekly/monthly operational checklists.
• Perform log collection, basic log analysis, and initial error investigation.
• Support non production deployment activities under guidance from senior engineers.
• Validate backup statuses and report anomalies.

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5) Security & Compliance

• Monitor IAM access alerts and report suspicious activity.
• Support patching cycles by performing pre and post patch validation.
• Ensure adherence to security, compliance, and operational standards.

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6) Documentation & Communication

• Update SOPs, knowledge base articles, and incident resolution steps.
• Communicate outages, service impacts, and status updates to stakeholders as required.
• Maintain clear shift handover notes to ensure seamless transitions between teams.

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Technical Skills

Required

• 2–4 years of experience in IT operations, production support, or cloud support roles.
• Basic understanding of AWS services: EC2, S3, RDS, IAM, VPC, CloudWatch.
• Familiarity with Linux/Windows OS fundamentals (service status checks, disk usage, basic commands).
• Understanding of networking basics: DNS, VPN, ports, firewalls.
• Knowledge of ITIL concepts: Incident, Problem, and Change Management.

Preferred

• Experience with AWS CLI, Shell scripting, or PowerShell.
• Exposure to CI/CD basics.
• AWS Cloud Practitioner or SysOps Associate certification (nice to have).