Job Description

AWS Public Cloud Operator (L2/L3) - Novartis AWS Platform Operations

The

AWS Public Cloud Operator (L2/L3)

is a critical member of the

Novartis AWS Platform Operations

team, responsible for delivering day-to-day operational support, stability, and continuous improvement of the Novartis AWS environment.

This role ensures seamless BAU operations across multiple AWS accounts, supports the onboarding of new services delivered by Engineering teams, and maintains platform compliance with Novartis ITSM and security standards.


The operator will work in close collaboration with Engineering, SRE, Security, IAM, Network, Database, OS, Governance, and FinOps teams to ensure the AWS Platform remains secure, reliable, high-performing, and aligned with Novartis Operating Model.

Key Responsibilities

1. AWS Platform BAU Operations

Provide

L2/L3 operational support

for the Novartis AWS Public Cloud Platform across multiple AWS accounts and environments. Perform BAU tasks including monitoring, incident response, troubleshooting, service recovery, and operational maintenance. Manage day-to-day tickets (Incidents, Problems, Change Requests, Service Requests) in alignment with

Novartis ITSM processes (ServiceNow)

. Ensure operational health of core AWS services such as

EC2, RDS, VPC, S3, IAM, CloudWatch, EKS/ECS, Auto Scaling, Load Balancers, KMS, Route53, Secrets Manager, EFS

, etc.

2. Onboarding & Transition of New Services

Take operational handover of new environments, services, and functionalities delivered by the

Engineering and SRE teams

. Validate completeness of operational readiness documents (KBA, SOP, Work Instructions, runbooks, architecture diagrams, etc.). Ensure new workloads comply with

Novartis Cloud Operating Model, Security Baselines, SCPs, Tagging standards

, and governance controls.

3. Incident, Problem & Change Management

Lead incident diagnosis and coordinate with cross-functional service lines (Network, Security, IAM, OS, DB, Container, etc.). Conduct root-cause analysis for repeated issues and contribute to Problem Management. Provide impact assessments for changes, review, approve, support change implementation, and ensure controlled execution under

Change Management

.

4. Monitoring, Automation & Continuous Improvement

Actively monitor AWS Platform through Config, CloudWatch, ServiceNow alerts, Jenkins pipelines, and internal monitoring tools. Leverage scripting (Python, Bash, Shell, Groovy) and automation (CloudFormation/Terraform/Ansible) to eliminate recurring operational tasks.(Good to have) Identify opportunities to optimize performance, cost, reliability, and operational efficiency.

5. Platform Compliance, Governance & Security

Ensure strict adherence to

Novartis security, compliance, and operational policies

. Support compliance activities (Audits, SOP adherence, Access Reviews, Backup/DR validations). Validate resource deployments against SCPs, guardrails, governance controls, and Cloud Security Framework. Support vulnerability remediation, patch execution, certificate renewals, and policy enforcement across accounts.

6. Stakeholder Collaboration & Reporting

Collaborate with global stakeholders to resolve issues, perform operational reviews, and maintain transparency. Provide regular service updates, incident summaries, optimization recommendations, and operational performance metrics to the

Novartis AWS Operations Manager

. Participate in audits, compliance checks, and operational governance meetings.

7. Shift Operations & Global Delivery

Support follow-the-sun operations with flexible working hours. Work with global teams to ensure consistent operational coverage and escalations.

Required Qualifications & Experience

3-8+ years in AWS Cloud Operations (L2/L3) in large multi-account environments. Strong experience in ServiceNow-based

ITSM processes

(Incident, Problem, Change, Request Fulfilment). Hands-on experience with major AWS services:

EC2, VPC, S3, RDS, IAM, CloudWatch, CloudTrail, EKS/ECS, ALB/NLB, Auto Scaling, KMS, Route53, EFS, Secrets Manager, SNS/SQS

, etc.
Good understanding of

networking (VPN, DNS, Load Balancing, Transit Gateway)

and cloud security. Experience with IaC, CI/CD & automation tools:

CloudFormation, Terraform, Jenkins, Bitbucket,

etc. Knowledge of scripting languages like Python and Shell. Experience working in a highly regulated environment with strict compliance/governance is a plus. Excellent communication, analytical, and stakeholder engagement skills.

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