Operations

• Handle all support requests, including incident, problem, and change management, as well as business continuity activities, ensuring seamless and high-quality delivery of services to end users.
• Provide second-line, client-facing technical support for issues escalated by first-line support teams.
• Leverage strong technical skills, business knowledge, and AWS troubleshooting expertise to diagnose and resolve issues efficiently.
• Partner with development teams for third-line escalations when required.
• Collaborate with product and delivery teams to ensure the Service Management team is fully prepared for new releases and actively engaged in the early design and architecture review of cloud-native enhancements.
• Drive initiatives and lead continuous improvement processes around proactive AWS infrastructure health monitoring, application performance tracking, and incident prevention strategies to enhance overall system stability and reliability.
• Utilize AWS-native tools (e.g., CloudWatch, CloudTrail, and Cost Explorer) and third-party monitoring solutions to strengthen observability, detect anomalies, and implement automated responses.
• Apply AI/ML-driven techniques to detect anomaly, predict alerting, and to enhance support operations.

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