Cloud Operations Support Specialist (Tier 2)

Dark Wolf Solutions; Ogden (UT); In loco; USD 60.000 - 110.000; Tempo pieno

Descrizione del lavoro

Dark Wolf Solutions, LLC is seeking a Cloud Operations Support Specialist (Tier 2) to join our team as a frontline escalation point for AWS environments. You will handle Tier 1 escalations, monitor health, manage incidents, backups, capacity, and perform standard changes within a strict change-management framework.

Responsibilities include root-cause analysis, documentation updates, SOP/KB creation, and collaboration with Tier1, Tier3, and security teams to ensure high availability and secure

Competenze

• 2+ years in IT help desk or Tier 2 support roles.
• Hands-on AWS experience (EC2, S3, IAM, CloudWatch, VPC).
• Experience with incident/problem/service ticketing in GitLab.
• Proven ability to monitor performance and backups in cloud/hybrid setups.
• Troubleshooting across Linux/Windows and basic cloud networking.
• Strong written/verbal communication; SOPs/KB documentation.
• US Citizenship with active Top Secret or ability to obtain TS.

Mansioni

• Serve as Tier 2 escalation for Tier 1 tickets and resolve complex issues.
• Monitor AWS infrastructure and detect alerts before impact.
• Check backups, snapshots, and storage/compute capacity; adjust as needed.
• Perform incident triage, root cause analysis, and SLA-based resolution.
• Execute approved changes and routine maintenance per change control.
• Coordinate with Tier1, Tier3, and security for handoffs and docs.
• Create and maintain SOPs, runbooks, and knowledge base articles.

Conoscenze

AWS cloud experience

Incident management

GitLab ticketing

SOPs & KB writing

Linux/Windows troubleshooting

Security clearance

Strumenti

GitLab

CloudWatch

AWS Console

Descrizione del lavoro

Cloud Operations Support Specialist (Tier 2)

Dark Wolf is seeking a Cloud Operations Support Specialist (Tier 2) to join our team and serve as an essential frontline escalation point for maintaining, monitoring, and operating our AWS cloud environments. In this role, you will handle Tier 1 escalations, monitor system health, manage incident response, oversee backups and capacity, and execute standard operational changes. Our support specialists solve real-time operational challenges for unique mission customers and play a vital role in ensuring the high availability, reliability, and security of critical cloud systems.

Key Responsibilities:

• Serving as the primary Tier 2 escalation point for Tier 1 service desk tickets, diagnosing and resolving complex technical issues across AWS cloud environments before escalating to Tier 3 engineering.
• Proactively monitoring cloud infrastructure, service metrics, and system performance using AWS monitoring tools (e.g., CloudWatch, CloudTrail) to detect and resolve alerts before impact occurs.
• Conducting routine checks of automated backup schedules, snapshot integrity, and storage/compute capacity; take corrective action or implement routine adjustments when thresholds are exceeded.
• Triaging, investigating, and resolving operational incidents in accordance with established SLAs; perform initial root cause analysis and document problem trends to prevent recurring outages.
• Executing approved standard changes, routine maintenance tasks, service restarts, access requests, and basic configuration updates following strict change-management procedures.
• Coordinating closely with Tier 1 support staff, Tier 3 Cloud Systems Engineers, and security personnel to provide seamless handoffs, operational feedback, and continuous documentation updates.
• Authoring and maintaining comprehensive Standard Operating Procedures (SOPs), troubleshooting runbooks, and Knowledge Base (KB) articles to empower Tier 1 resolution, streamline escalation paths, and capture lessons learned from incident triage.

Required Qualifications:

• 2+ years of experience in IT help desk, technical support, systems operations, or a Tier 2 support role.
• Hands-on operational experience supporting services and basic infrastructure within Amazon Web Services (AWS) (e.g., EC2, S3, IAM, CloudWatch, VPC).
• Demonstrated experience handling incident, problem, and service request ticketing workflows within GitLab
• Proven track record monitoring system performance, resource utilization, and backup integrity in a cloud or hybrid environment.
• Solid baseline troubleshooting skills across Linux and/or Windows operating systems and basic cloud networking (DNS, routing, security groups).
• Excellent verbal and written technical communication skills, with experience creating standard operating procedures (SOPs) and knowledge base articles.
• US Citizen with an active Top Secret security clearance (or Secret with ability to obtain/maintain Top Secret, as required by customer contract).

Desired Qualifications:

• AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Associate, or AWS Certified SysOps Administrator – Associate.
• Relevant DoD 8570/8140 baseline certification (e.g., CompTIA Security+, Network+, or CySA+).
• Familiarity with basic scripting (e.g., Bash, PowerShell, Python) for routine administrative queries or log parsing.
• Familiarity with Department of War (DoW) security controls, ticketing processes, or Air Force base operations.

The estimated salary range for this position is $60,000.00 - $110,000.00, commensurate on experience and technical skillset.

We are strictly looking for direct, full-time W2 employees. We do not engage with third-party staffing agencies, C2C, or 1099 independent contractors for this role.

We are proud to be an EEO/AA employer Minorities/Women/Veterans/Disabled and other protected categories. In compliance with federal law, all persons hired will be required to verify identity, confirm US Citizenship, and complete the required employment eligibility verification upon hire.