SME - Iaas AWS, Terraform

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

As a Subject Matter Expert in Support and Operations, you will play a critical role in ensuring timely resolution of escalations and incidents while adhering to quality standards and service level agreements. Your expertise in IaaS with AWS and Terraform will be instrumental in driving operational excellence and enhancing customer satisfaction through effective communication and collaboration with key stakeholders.

Key Responsibilities

• 1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Aws And Terraform, In Alignment With Agreed Service Level Agreements.
• 2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation, While Facilitating Knowledge Sharing Across The Support Team.
• 3. Validate Change Order Implementation Plans And Assess Human Error Compliance, Actively Participating In Capacity Planning Initiatives To Optimize Resource Allocation.
• 4. Engage With Customers Through Meetings To Understand And Address Issues, Ensuring Positive Feedback And Satisfaction With Support Services.
• 5. Conduct Thorough Analyses Such As Root Cause Analysis And Trend Analysis Using Aws Tools, And Present Findings To Key Business Stakeholders To Enhance Operational Performance.

Skill Requirements

• 1. In-Depth Knowledge Of Iaas, Specifically Aws And Terraform, Demonstrating Advanced Proficiency In Cloud Infrastructure Management.
• 2. Strong Analytical Skills For Performing Root Cause And Trend Analyses To Identify And Mitigate Issues.
• 3. Excellent Communication And Interpersonal Skills For Effective Collaboration With Business Stakeholders And Customers.
• 4. Proficient In Creating And Maintaining Documentation And Standard Operating Procedures.

Other Requirements

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

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.