AWS L2 Support Engineer

2 weeks ago

Bengaluru, India Crescent Techservices Full time

Role: AWS L2 Support Engineer

Location: Bangalore and Pune

Experience: 5+ Years


Job Responsibilities:

  • Provide L1/L2 support to internal users (account managers, operations, client service and product teams) and external users (financial firms/asset owners/Client IT teams)
  • Role will initially provide L1 support while transitioning into L2 support functionality while improving the support processes along the way
  • Access and support internally built desktop and web based application hosted on AWS
  • Effectively have conversation with clients and proactively raise issues on behalf of the clients.
  • Should be capable of taking the ownership and working with other teams to resolve the issues.
  • Should be aware of the severity and priority of the incidents to deal with.
  • Troubleshoot issues to ensure timely and high quality client service
  • Provide support for ongoing application development, testing and report accordingly.
  • Liaison effectively with team members, internal and external groups to resolve tickets in a timely and efficient manner.
  • Provide support and manage change management requests.
  • Ensuring deliverables are adhered to as per agreed SLAs by helping team members in resolving their queries and issues.
  • Timely review of process to ensure it’s is in adherence with SOPs and the same are updated as required.
  • Should be capable of reviewing various control checks.
  • Understand and highlight the risks associated with process.
  • Issue escalation and resolution on a timely manner.
  • Respond quickly and accurately to queries in time sensitive environment.
  • Prioritize time accordingly to action within the timelines.
  • Consistently look to suggest improving the process and challenging the status quo.
  • Perform Incident management/major incident tasks including troubleshooting, end usecommunication, escalation, and post mortem analysis.

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