Job Description

Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents while maintaining quality standards and customer satisfaction. This position requires in-depth knowledge of Infrastructure as Code (IaC) practices, particularly using Terraform, along with expertise in AWS technologies. The role involves mentoring team members, validating implementation plans, and providing strategic insights to enhance operational efficiency.

Key Responsibilities

1. Resolve Escalated Incidents By Applying Aws And Terraform Best Practices To Ensure Compliance With Agreed Slas And Quality Standards.
2. Mentor Team Members In Iac Methodologies, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Support Effective Operations And Knowledge Sharing.
3. Validate Change Order Implementation Plans Using Aws Cloudformation And Ansible To Ensure Adherence To Human Error Compliance And Participate In Capacity Planning Efforts.
4. Engage With Customers During Meetings To Identify Issues, Ensuring Proactive Communication And Positive Feedback To Enhance Customer Satisfaction.
5. Conduct Root Cause And Trend Analyses Using Python Scripting To Validate Findings And Present Detailed Performance Reports To Key Business Stakeholders.

Skill Requirements

1. Proficient In Iac Tools, Specifically Terraform And Aws Cloudformation.
2. Strong Understanding Of Aws Services And Paas Offerings.
3. Experience With Automation Tools Like Ansible.
4. Solid Analytical Skills With The Ability To Perform Root Cause And Trend Analyses Using Python.
5. Excellent Communication And Presentation Skills For Stakeholder Engagement.

Other Requirements

1. Aws Certified Solutions Architect (Optional But Valuable)
2. Hashicorp Certified: Terraform Associate (Optional But Valuable