AWS L1 Production Support

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

Long Term Contract (6 Months to Start with)

Monitoring and Incident Response

• Monitor AWS services and application performance using tools such as Datadog, Splunk, Grafana, and New Relic.
• Acknowledge, triage, and log alerts raised by monitoring systems.
• Identify false positives and escalate valid incidents based on established SOPs.
• Restart services or instances as authorized via approved runbooks.
• 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.

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.

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.

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.

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.
• AWS Cloud Practitioner or SysOps Associate certification (nice to have).