Provides ongoing systems analysis and support, including installation, customization, maintenance, and troubleshooting of hardware/software systems. Provides technical support and advises on the use of programming tools, database systems, and networks. Provides support to address availability and reliability issues on systems (Windows/Unix/AWS Services) across multiple locations. Operational responsibilities include remediation of daily incident tickets, system compliance responsibilities, system run enhancement testing and staging, policy/procedure enhancements and adherence, client contact coordination, and operational recommendations. Monitors and tunes the system to achieve optimum performance levels in standalone and multi-tiered environments. Implements appropriate levels of system security. May prescribe system backup / disaster recovery procedures and directs recovery operations in the event of destruction of all or part of the operating system or other system components. Ensures 24x7 after-hour support via on-call rotation.
Key job responsibilities
• Designs, installs, tests, tunes, and maintains systems, utility programs, monitoring tools, and other system components / infrastructure.
• Recommends and implements modifications to the environment, including troubleshooting of faulty systems, hardware, and software.
• Provides technical and functional support for team and system users.
• Responsible for system administration and configuration.
• Addresses system and technical problems of considerable complexity, difficulty, and importance.
• Leads root cause evaluation and determination.
• Leads major incident communication, ensuring messages are clear and appropriate for the consuming audience.
• Follows up with business partners before and after incidents to gather feedback and improve communication going forward.
• Creates automated application maintenance and deployment processes.
• Leads and manages vendor interface for system support issues and escalations.
• Works with technical and non-technical clients to resolve design and implementation issues.
• Identifies documentation and / or training gaps, recommending solutions as required.
• Writes, creates, and enforces controls.
- 4+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- General knowledge of processes and tools used for system management, problem reporting, change management, and overall system support- Knowledge of web services, distributed systems, and web application development
- Knowledge of networking protocols such as HTTP, DNS and TCP/IP
- Understanding of different operating systems, databases, and AWS services
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
