SME - Iaas AWS, Terraform

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

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)