AWS Production Support Engineer – Onsite Knoxville

System One; Knoxville (TN); On-site; USD 68,000 - 83,000; Full time

Job summary

System One, Knoxville, is seeking an AWS Production Support Engineer on a contract-to-hire basis to support AWS hosted enterprise applications onsite.

Responsibilities include monitoring with CloudWatch and CloudTrail, investigating alerts, coordinating incident resolution with application developers, cloud teams, and SMEs, and supporting deployments and resiliency exercises in a 24x7 production environment.

Qualifications

• 2+ years of hands-on AWS cloud operations and production support.
• Proficient in AWS console navigation for troubleshooting.
• Experience with CloudWatch, CloudTrail for monitoring and logs.
• Strong incident triage and log-analysis skills.
• Experience coordinating incident resolution with development and cloud teams.
• Ability to work independently without documented procedures.
• Excellent communication and problem-solving skills.
• Flexible to support releases, resiliency activities, and 24x7 schedules.
• Experience in a 24x7 production environment.

Responsibilities

• Provide production support for AWS hosted enterprise applications.
• Monitor applications and infrastructure using CloudWatch, CloudTrail, Splunk, and related tools.
• Investigate alerts through the AWS console, logs, and metrics to identify failure points and business impact.
• Troubleshoot AWS services and Amazon SNS related events.
• Manage incidents, operational tickets, and support queues through ServiceNow.
• Perform technical triage and coordinate resolution with application developers, cloud teams, and SMEs.
• Escalate complex incidents with complete technical findings and supporting evidence.
• Follow established knowledge articles while independently investigating issues without documented resolutions.
• Support weekday deployments, application releases, and production change activities.
• Participate in LTO 2/LTO 3 resiliency exercises and scheduled weekend LQS activities.
• Identify vulnerabilities and operational risks encountered during production support.
• Develop knowledge of application functionality and take increasing ownership of recurring incidents.
• Ensure incidents and tickets are progressed or resolved in a timely manner.
• Work effectively within the team's 24x7 production support model.

Skills

AWS Cloud Operations

Production Troubleshooting

Log Analysis

Incident Triaging

ServiceNow

Communication & Ownership

Tools

Amazon CloudWatch

AWS CloudTrail

ServiceNow

Job description

System One, Knoxville, is seeking an AWS Production Support Engineer on a contract-to-hire basis to support AWS hosted enterprise applications onsite.

Responsibilities include monitoring with CloudWatch and CloudTrail, investigating alerts, coordinating incident resolution with application developers, cloud teams, and SMEs, and supporting deployments and resiliency exercises in a 24x7 production environment.