Job Description

Job Summary

The Sr. AWS Support Administrator plays a crucial role in ensuring the seamless operation of AWS platforms by providing advanced technical support, troubleshooting complex issues, and conducting thorough root cause analyses. This position is integral to maintaining high customer satisfaction levels and operational efficiency through proactive solutions and collaborative efforts with cross-functional teams.

Key Responsibilities

1. Provide Advanced Technical Support By Utilizing Aws Paas And Terraform To Resolve Complex Incidents, Conduct Root Cause Analysis, And Implement Effective Solutions For Technical And Security-Related Issues.
2. Adhere To Quality Standards And Regulatory Requirements, Ensuring Compliance With Company Policies While Managing And Resolving Complex Support Tickets Within Agreed Slas.
3. Develop And Maintain A Knowledge Base By Documenting Solutions And Best Practices, Alongside Training And Coaching Analysts To Enhance Team Capabilities And Performance.
4. Collaborate With Other Support Teams To Ensure Seamless Operations And Uphold A Robust Security Posture Across Aws Environments, Leveraging Infrastructure As Code (Iac) Principles Using Terraform.
5. Enhance Customer Experience By Achieving High First Call Resolution Rates, Minimizing Case Reopens, And Proactively Mitigating Security Threats To Maintain Positive Csat Scores.

Skill Requirements

1. Proficient In Aws Paas And Terraform With A Solid Understanding Of Infrastructure As Code (Iac) Methodologies.
2. Strong Problem-Solving Skills And Ability To Conduct Root Cause Analysis For Complex Technical Issues.
3. Familiarity With Regulatory Requirements And Quality Standards Related To Cloud Operations.
4. Excellent Communication Skills For Effective Collaboration With Cross-Functional Teams And Customer Interactions.
5. Knowledge Of Security Best Practices Within Aws Environments.

Other Requirements

1. Optional But Valuable Certifications: Aws Certified Solutions Architect Associate, Hashicorp Certified: Terraform Associate