Job Summary

As a Subject Matter Expert in Support and Operations, you will play a pivotal role in ensuring timely and effective resolution of escalations and incidents within the AWS PaaS environment. Your expertise will drive quality compliance and enhance customer satisfaction through your analytical skills and proactive approach. This role is critical in maintaining operational excellence and fostering effective communication with stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents In Aws Paas And Terraform Environments, Adhering To Agreed Slas And Quality Norms.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Discussions For Aws Resources.
4. Foster Positive Customer Feedback And Satisfaction Through Active Participation In Customer Meetings, Addressing Issues And Concerns Related To Aws Services.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Performance Reports To Be Presented To Key Business Stakeholders, Ensuring Transparency And Continuous Improvement.

Skill Requirements

1. Proficient In Aws Paas Services And Terraform For Infrastructure As Code (Iac) Implementations.
2. Strong Analytical Skills With The Ability To Perform Root Cause And Trend Analyses.
3. Excellent Documentation Skills For Creating Sops And Maintaining Effective Knowledge Management.
4. Strong Communication Skills To Liaise With Business Segments And Present Findings To Stakeholders.
5. Familiarity With Capacity Planning And Change Management Processes Within Cloud Environments.

Other Requirements

1. Aws Certified Solutions Architect � Associate (Optional But Valuable).
2. Terraform Certification (Optional But Valuable)