AWS Infrastructure Support Analyst

• Job Summary
• We are seeking a highly motivated AWS Infrastructure Support Analyst to join our Cloud Operations team. The ideal candidate will be responsible for monitoring, supporting, troubleshooting, and maintaining AWS cloud infrastructure while ensuring high availability, performance, and security of cloud environments. This role requires strong foundational knowledge of AWS services, operating systems, networking, IT service management processes, and customer-focused support.
• The analyst will work in a shift-based 24x7 operational environment, handling incidents, service requests, change activities, and operational maintenance tasks while adhering to service-level agreements (SLAs).
• Key Responsibilities
• AWS Infrastructure Operations
• Monitor and manage AWS cloud infrastructure environments.
• Support and troubleshoot AWS services including:
• EC2
• VPC
• IAM
• S3
• EBS
• Route 53
• Elastic Load Balancers (ALB/NLB)
• Perform routine infrastructure health checks and system validations.
• Assist in AWS resource provisioning, configuration, and maintenance.
• Support backup and recovery operations using AWS Backup.
• Provide basic administration and troubleshooting for AWS RDS environments.
• Monitoring & Incident Management
• Monitor infrastructure using AWS CloudWatch and related monitoring tools.
• Identify, investigate, and resolve infrastructure alerts and incidents.
• Perform initial troubleshooting and root cause identification.
• Escalate complex issues to senior engineers and cloud architects when required.
• Ensure timely incident resolution within defined SLA targets.
• Operating System Administration
• Perform basic to intermediate administration of:
• Windows Server environments
• Linux server environments
• Manage user access, permissions, system services, and routine maintenance activities.
• Support patching and operational health checks.
• Networking Support
• Troubleshoot network-related issues involving:
• TCP/IP
• DNS
• VPN
• Routing concepts
• Firewall configurations
• Assist in network connectivity validation and issue resolution.
• ITSM and Service Operations
• Manage incidents, service requests, and problem records through ServiceNow.
• Maintain ticket queues and ensure timely updates.
• Participate in change management activities, execution, and validation.
• Document actions taken during incident resolution and change implementations.
• Ensure compliance with ITIL-based operational practices.
• Security & Access Management
• Support IAM user and role management.
• Perform access reviews and permission validation.
• Follow security policies and operational compliance requirements.
• Escalate security-related events according to established procedures.
• Documentation & Continuous Improvement
• Create and maintain:
• Runbooks
• Standard Operating Procedures (SOPs)
• Knowledge Base Articles
• Contribute to process improvement initiatives.
• Participate in operational reviews and post-incident discussions.
• Required Technical Skills
• AWS Cloud Services
• AWS EC2
• AWS VPC
• AWS IAM
• AWS S3
• AWS EBS
• AWS Route 53
• AWS Load Balancers
• AWS CloudWatch
• AWS Backup
• Basic AWS RDS Administration
• Required Operational Skills
• Incident triage and troubleshooting
• Ticket queue management
• SLA monitoring and adherence
• Escalation management
• Change execution and validation
• Customer communication and stakeholder updates
• Knowledge management
• Process improvement and operational excellence
• Strong analytical and problem-solving skills
• Ability to work effectively in a 24x7 shift environment
• Mandatory Certifications
• AWS Certified SysOps Administrator – Associate
• AWS Certified Cloud Practitioner
• ITIL Foundation v4
• Microsoft Azure Fundamentals (AZ-900)

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf