IaaS AWS & Terraform SME - Escalations & Ops Lead

HCL Technologies Limited; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Job summary

HCL Technologies Limited is seeking a Subject Matter Expert in Support and Operations to ensure timely resolution of escalations and incidents, leveraging AWS, Terraform, and cloud infrastructure management. The role emphasizes collaboration with stakeholders, documentation, and knowledge sharing to elevate service quality.

Responsibilities include mentoring the team, validating change plans, capacity planning, stakeholder meetings, and delivering data-driven insights to enhance operational

Qualifications

• In-depth knowledge of IaaS, AWS and Terraform required.
• Strong analytical skills for root-cause and trend analyses.
• Excellent communication and collaboration with stakeholders.
• Proficiency in creating and maintaining documentation and SOPs.

Responsibilities

• Resolve escalated tickets and incidents promptly while ensuring quality and SLAs.
• Mentor team members by preparing SOPs and maintaining documentation; share knowledge across the team.
• Validate change plans and participate in capacity planning to optimize resources.
• Engage with customers through meetings to address issues and ensure satisfaction.
• Conduct root cause and trend analyses using AWS tools and present findings to stakeholders.

Skills

IaaS AWS

Terraform

Cloud Infra Mgmt

Analytical Skills

Job description

HCL Technologies Limited is seeking a Subject Matter Expert in Support and Operations to ensure timely resolution of escalations and incidents, leveraging AWS, Terraform, and cloud infrastructure management. The role emphasizes collaboration with stakeholders, documentation, and knowledge sharing to elevate service quality.

Responsibilities include mentoring the team, validating change plans, capacity planning, stakeholder meetings, and delivering data-driven insights to enhance operational