Level 3 AWS Infrastructure Support Engineer

Role Overview

As a Level 3 AWS Infrastructure Support Engineer, you will own overnight monitoring and response for Electronikmedia's Clients AWS-based production environment. You will:

• Monitor system health using Datadog and AWS-native tools
• Investigate alerts and anomalies using established runbooks
• Resolve production incidents when possible
• Escalate complex issues quickly and accurately
• Maintain clean, auditable incident documentation

This role is ideal for someone who thrives in high-trust, high-impact operational environments.

Key ResponsibilitiesOn-Call & Incident Response

• Provide initial response within 15 minutes for all high-priority production alerts
• Investigate, mitigate, and resolve production outages when feasible
• Escalate unresolved or complex issues using the defined escalation matrix
• Act as theowner of the production system stability

Monitoring, Alerting & Observability

• Analyze and respond to Datadog monitor alerts across infrastructure and application layers
• Identify abnormal patterns, trend-line deviations, and early indicators of systemic risk
• Proactively notify stakeholders of significant performance or stability concerns
• Contribute insights for preventive and corrective actions

Root Cause & Trend Analysis

• Track recurring alerts and incidents
• Provide analysis and recommendations to reduce alert noise and improve system resilience
• Participate in weekly validation of Datadog alert configurations and thresholds

Communication & Documentation

• Maintain clear, concise, and timely communication during incidents
• Document all incidents, alarms, and observations in Jira during each shift
• Ensure handoff notes are complete and actionable for daytime engineering teams
  

Technical EnvironmentCore AWS Services

• ECS (Fargate)
• RDS
• ElastiCache
• EC2
• Lambda
• API Gateway
• S3

Tooling

• Datadog (monitoring, alerts, dashboards)
• Jira (incident tracking and documentation)

QualificationsExperience

• 5+ years of hands-on AWS infrastructure administration and support
• Proven experience supporting production-grade, high-availability systems
• Strong background in incident response within enterprise or scale-up environments

Skills

• Deep operational knowledge of AWS services and distributed systems
• Strong troubleshooting and root-cause analysis skills under tight SLAs
• Ability to follow runbooks while also knowing when to think beyond them
• Calm, structured decision-making during production incidents

Certifications (Preferred)

• AWS Certified Solutions Architect Associate or Professional
• AWS Certified DevOps Engineer Professional (Nice to Have)

Service Level Expectations

• Alert Escalation SLA: 15 minutes for high-priority alarms
• Availability: Consistent overnight coverage ( IST Day Shift )
• Reliability: Zero missed critical alerts during assigned coverage windows

Deliverables

• Monthly Service Performance Report, including:
• Alerts monitored
• Incidents resolved
• Escalations
• SLA adherence metrics
• Weekly Datadog Validation, ensuring alert accuracy and functionality