IaaS AWS & Terraform SME — Incident Resolution & Operations

Sapsf; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Sapsf is seeking a Subject Matter Expert in Support and Operations to drive timely resolution of escalations and incidents while upholding quality standards and SLAs. The role leverages deep IaaS experience with AWS and Terraform to boost operational excellence and customer satisfaction through clear stakeholder communication.

Key activities include mentoring the team, documenting procedures, validating change plans, and actively participating in capacity planning to optimize resources.

Qualifications

• Experience with IaaS on AWS and Terraform.
• Strong analytical ability for root cause and trend analysis.
• Excellent written and spoken communication with stakeholders.
• Ability to create and maintain SOPs and documentation.

Responsibilities

• Ensure timely resolution and quality compliance of escalated tickets and incidents using AWS and Terraform.
• Mentor team members by preparing SOPs and maintaining documentation; share knowledge across the support team.
• Validate change order implementation plans and participate in capacity planning to optimize resources.
• Engage with customers through meetings to address issues and drive satisfaction with support services.
• Conduct root cause and trend analyses using AWS tools; present findings to key stakeholders.

Skills

IaaS AWS Terraform

Root Cause Analysis

Communication Skills

Documentation & SOPs

Education

AWS Certified Solutions Architect – Associate

Terraform Associate Certification

Job description

Sapsf is seeking a Subject Matter Expert in Support and Operations to drive timely resolution of escalations and incidents while upholding quality standards and SLAs. The role leverages deep IaaS experience with AWS and Terraform to boost operational excellence and customer satisfaction through clear stakeholder communication.

Key activities include mentoring the team, documenting procedures, validating change plans, and actively participating in capacity planning to optimize resources.