Provide senior-level managed services support for enterprise AWS infrastructure, including monitoring, incident response, root cause analysis, remediation, maintenance, patching, backups, and disaster recovery. Lead customer discussions and escalations, present operational insights, mentor junior engineers, and improve operations through Terraform or CloudFormation automation. Support AWS cost optimization, security hardening, compliance alignment, documentation, and operational playbooks while working US-aligned shifts from Hyderabad.
Job Title: Senior Managed Services Support Engineer – AWS Infrastructure
Location: Hyderabad, Telangana, India (Hybrid / Office-based with Shift-based WFH options)
Experience Level: 7+ Years
Work Shift: US Shift Coverage (India Time: Flexible up to 2:00 AM IST)
Employment Type: Full-time
Job Summary
We are seeking an experienced Senior Managed Services Support Engineer (AWS Infrastructure) with 7+ years of hands-on cloud operations experience to join our core Managed Services team in Hyderabad. In this role, you will be responsible for maintaining, optimizing, and supporting complex AWS cloud environments for enterprise customers in the US region.
As a senior engineer, you will act as a primary technical point of contact, leading client discussions, managing operational escalations, and guiding junior team members. You must possess strong English communication skills, exceptional presentation abilities, and the technical confidence to bridge customer requirements with seamless cloud operations.
Requirements
Key Responsibilities
1. Cloud Operations & Support
Provide 24/7 high-availability support and management for mission-critical AWS infrastructure during US business/overlap shifts.
Perform proactive infrastructure monitoring, incident management, root cause analysis (RCA), and timely remediation in accordance with strict SLAs.
Manage, configure, and troubleshoot core AWS services, including EC2, VPC, S3, IAM, CloudFront, Route 53, RDS, DynamoDB, Auto Scaling, CloudWatch, and CloudTrail.
Execute infrastructure changes, patch management, backup/disaster recovery drills, and routine maintenance tasks cleanly.
2. Client Leadership & Communication
Lead technical discussions, operational reviews, and incident management calls directly with US-based clients and stakeholders.
Translate complex technical issues into clear business insights through professional presentations and structured reports.
Serve as an escalation bridge between internal technical teams and customer management.
3. Continuous Improvement & Automation
Identify opportunities to automate operational tasks using Infrastructure as Code (Terraform, AWS CloudFormation) and scripting languages (Python, Bash).
Assist customers with AWS cost optimization, security hardening (AWS Security Hub, GuardDuty), and compliance alignment.
Maintain comprehensive technical documentation, standard operating procedures (SOPs), and operational playbooks.
Qualifications & Requirements
Must-Have Technical Experience & Education
Experience: 7+ years of dedicated hands-on experience in AWS Cloud Support / Systems Engineering within a Managed Services environment.
Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
Core AWS Stack: Strong expertise across Compute, Storage, Networking, Security, Databases, and Governance on AWS.
Infrastructure as Code (IaC): Solid working experience with Terraform or CloudFormation.
Monitoring & Tooling: Proficiency in AWS CloudWatch, Datadog, New Relic, Splunk, or similar enterprise monitoring suites.
Essential AWS Certifications (At least ONE required)
AWS Certified Solutions Architect – Associate or Professional (Required)
AWS Certified SysOps Administrator – Associate (Required)
AWS Certified DevOps Engineer – Professional (Highly Preferred)
Soft Skills & Leadership
English Proficiency: Exceptional verbal and written English communication skills suitable for interacting with C-level and senior US stakeholders.
Presentation Skills: Proven ability to present operational metrics, incident summaries, and architectural recommendations effectively.
Leadership & Ownership: Ability to lead customer calls, manage high-priority incidents calmly, and mentor junior support engineers.
Work Location & Shift Flexibility
Office Base: Hyderabad Office (Hybrid Model).
Shift Requirement: Must be flexible to work US-aligned shifts (up to 2:00 AM IST).
Remote Flexibility: Eligible for Work From Home (WFH) options when scheduled on late/night shifts
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