Comstor Europe
AWS Support Engineer
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Vacancy No: VN14900
Job Title: AWS Support Engineer
Office Location: UK-London Hatton Gdn
Alternative Office Location
About the Role
We are recruiting an AWS Support Engineer to join our successful Cloud Data Support Engineers team to support existing and clients with AWS cloud environment.
You will support our customers, ensuring timely and effective response and resolution of incidents and requests. You will exceed customer expectations and improve SLA adherence.
This role is for you if you already have some basic AWS support experience or are actively pursuing training and certification in AWS. Previous experience with a Managed Service Provider is preferable.
Location: Although the majority of this role can be undertaken remotely, there will be occasions where you will be required to attend our London office in Hatton Garden for meetings. Therefore, applicants should be UK based and within commutable distance of London.
Shifts
There will be a requirement to cover the following shift pattern:
-
8 Hour shifts between 7am – 7pm
- 07:00 – 16:00
- 08:30 – 17:30
- 10:00 – 19:00
Your Key Responsibilities
AWS Environment Support
- Support and maintain AWS environments for clients, ensuring stability, performance, security, and cost efficiency.
Incident and Request Management
- Manage day-to-day incident and request tickets (Jira), meeting defined client SLAs.
- Implement Change Management Requests as needed.
Proactive Issue Prevention
- Conduct incident and event trend analysis to anticipate issues and implement permanent solutions.
- Develop and maintain a knowledge base of known issues and solutions.
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Monitoring and Event Management
- Proactively monitor client AWS infrastructure, addressing issues through event management processes.
Root Cause Analyses (RCAs)
- Perform RCAs following critical incidents to identify and address underlying issues and prevent recurrence.
Documentation
- Create and maintain updated documentation for processes and configurations using Confluence.
Service Improvement Assistance
- Assist the Senior Engineer with Service Improvement tasks, contributing to automation, operational efficiency and continuous enhancement of offerings.
Client Onboarding Support
- Assist and occasionally take the lead with the onboarding of new clients to support services.
Client Meetings
- Participate in client meetings to provide updates, insights and recommendations that support AWS Maturity and operational improvement.
Shift Participation
- Participate in the shift rota being available for Early, Day, and Late shifts as required.
On-Call Participation
- Participate in On-Call rota, serving as the first escalation point for Critical client issues outside of business hours.
Key Metrics
- Customer SLA Compliance: Ensure timely and effective response and resolution of incidents and requests.
- Customer Satisfaction: Maintain consistently high levels of customer satisfaction through proactive support and effective communication.
- Adherence to Policies and Processes: Follow Rebura Policies, Processes and AWS MSP Partner best practices to maintain service quality and operational consistency.
- Consistently achieve positive client feedback scores.
- Training and Certification: Actively pursue training and certification to enhance technical skills and stay updated with AWS technologies.
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Qualifications / Requirements
Technical Skillset Required
AWS Technologies:
- Expose to and some experience of managing a range of AWS Services and solutions.
- Awareness of AWS Well architected framework and cloud governance practices is highly beneficial
Scripting and Automation:
- Basic scripting skills (e.g., Python, Bash) for automation tasks. (Preferable)
Infrastructure as Code (IaC):
- Proficiency in Terraform or CloudFormation is mandatory, with experience in other IaC tools being a plus.
Monitoring Tools:
- Proficient in using monitoring tools to ensure the health and performance of AWS environments.
About You
Required Experience, Skills & Competencies
Customer-Centric Approach:
- Prioritise client satisfaction, acting as a trusted extension of the customers team.
Automation and Continuous Learning:
- Demonstrate an automation-driven mindset with a commitment to continuous learning.
Proactive and Adaptable:
- A self-starter, highly proactive and always staying ahead and on top of tasks.
- Be a quick learner with a flexible attitude, thriving in the face of unexpected change and ambiguity.
Team Collaboration:
- Maintain empathy, appreciation, and understanding for all team members.
About Us
Rebura part of Westcon-Comstor is one of the fastest-growing AWS Consulting Partners. We’re exclusively dedicated to using AWS technologies to help our customers increase productivity, scalability, cost efficiency, and security.
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