Cloud Operations Support Specialist (Tier 2) at Dark Wolf SolutionsDark Wolf Solutions · Ogden, UT

Workplace: Hybrid

Posted: 2026-11-02

Skills: Python, AWSDark Wolf is seeking a Cloud Operations Support Specialist (Tier 2) to join our team and serve as an essential frontline escalation point for maintaining, monitoring, and operating our AWS cloud environments. In this role, you will handle Tier 1 escalations, monitor system health, manage incident response, oversee backups and capacity, and execute standard operational changes. Our support specialists solve real-time operational challenges for unique mission customers and play a vital role in ensuring the high availability, reliability, and security of critical cloud systems. Key Responsibilities: Serving as the primary Tier 2 escalation point for Tier 1 service desk tickets, diagnosing and resolving complex technical issues across AWS cloud environments before escalating to Tier 3 engineering. Proactively monitoring cloud infrastructure, service metrics, and system performance using AWS monitoring tools (e.g., CloudWatch, CloudTrail) to detect and resolve alerts before impact occurs. Conducting routine checks of automated backup schedules, snapshot integrity, and storage/compute capacity; take corrective action or implement routine adjustments when thresholds are exceeded. Triaging, investigating, and resolving operational incidents in accordance with established SLAs; perform initial root cause analysis and document problem trends to prevent recurring outages. Executing approved standard changes, routine maintenance tasks, service restarts, access requests, and basic configuration updates following strict change-management procedures. Coordinating closely with Tier 1 support staff, Tier 3 Cloud Systems Engineers, and security personnel to provide seamless handoffs, operational feedback, and continuous documentation updates. Authoring and maintaining comprehensive Standard Operating Procedures (SOPs), troubleshooting runbooks, and Knowledge Base (KB) articles to empower Tier 1 resolution, streamline escalation paths, and capture lessons learned from incident triage.…Sign in to see the original postingBrowse more developer jobs on RoleBurst