Rackspace Technology · Remote, India
Skills: AWS
Key Responsibilities
1. AWS Infrastructure Support
Manage and support customer AWS cloud infrastructure across production and non-production environments. Handle Level 2 technical incidents involving medium to complex infrastructure issues. Troubleshoot and resolve issues related to AWS compute, storage, networking, databases, security and other cloud services. Perform root cause analysis and implement corrective actions to prevent recurring incidents. Monitor infrastructure health, availability, capacity and performance. Work on break-fix activities to restore services and minimize customer downtime.
2. Incident, Problem & Change Management
Own and resolve assigned technical tickets within defined SLAs. Investigate incidents, identify underlying technical issues and provide appropriate resolutions. Execute customer-approved infrastructure changes, including configuration modifications, resource provisioning and troubleshooting. Participate in major incident management and technical escalations. Maintain accurate ticket updates, technical documentation and resolution notes. Follow ITIL-based incident, problem and change management processes.
3. AWS Technical Expertise
Hands-on experience and troubleshooting knowledge across various AWS services, including:
Compute: EC2, Auto Scaling, Elastic Load Balancing, AMIs. Storage: S3, EBS, EFS, Storage Gateway. Networking: VPC, Subnets, Route Tables, Internet Gateway, NAT Gateway, Security Groups, NACLs, Route 53, VPN, Direct Connect. Databases: RDS, Aurora, DynamoDB. Monitoring: CloudWatch, CloudTrail, AWS Config. Security & Identity: IAM, KMS, AWS Organizations, AWS Systems Manager. Backup & Recovery: AWS Backup, EBS Snapshots, Disaster Recovery. High Availability: Multi-AZ architecture, Auto Scaling and fault-tolerant infrastructure.
4. Customer & Stakeholder Management
Work directly with global customers to understand and resolve their infrastructure-r …truncated… e.
What We Are Looking For
A hands-on AWS support engineer who enjoy…
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