Job Description

Work Schedule:

5 days

per week. The exact working days change as per roster, with rotating shifts:

First Shift:

7:30 PM - 3:30 AM IST

Second Shift:

3:30 AM - 11:30 AM IST

Position Overview

We are seeking highly motivated and technically skilled

Tier 1 Helpdesk Engineers

to join our global

24x7 AWS Operations

team. These roles are critical in ensuring the continuous availability, performance, and security of our cloud infrastructure. As the first point of contact for operational alerts and user-reported issues, you will play a key role in maintaining service reliability and customer satisfaction in a dynamic, fast-paced environment.

This position requires

offshore

availability and adherence to

Saudi Time (AST) working hours

, including weekends and holidays. The two roles will cover complementary shifts to ensure seamless

24x7 coverage

.

Key ResponsibilitiesMonitoring & Alert Management

Proactively monitor and respond to alerts from

AWS CloudWatch

,

AWS Security Hub

, and third-party tools such as

PagerDuty

or

Opsgenie

. Perform real-time triage of incidents to determine severity and impact.

Incident Management

Log, categorize, and prioritize incidents based on

SLA

requirements using service desk platforms like

Jira Service Desk

,

ServiceNow

, or

Zendesk

. Ensure accurate and timely documentation of all events and actions taken.

Basic Troubleshooting & Support

Conduct first-level diagnostics for common AWS issues, including:

EC2

instance reachability and performance.

IAM

access and credential resets.

S3

and storage-related alerts. Basic

VPC

and networking queries (e.g., DNS, VPN, IP ranges).

User Request Fulfillment

Assist users with

IAM credential resets

,

MFA configurations

, and console access under defined permission policies. Verify system statuses and provide timely updates to stakeholders.

Escalation Management

Follow

Standard Operating Procedures (SOPs)

to escalate complex issues to

Tier 2/3

or specialized engineering teams. Ensure smooth handover of incidents with detailed summaries and next-action plans.

Communication & Reporting

Provide clear, concise status updates to customers and internal stakeholders during incident resolution, adhering to

SLA communication protocols

. Maintain precise shift handover reports to ensure continuity across

24x7 operations

.

Documentation & Process Improvement

Update

runbooks

, knowledge base articles, and incident logs based on recurring issues or resolutions. Contribute to the continuous improvement of support processes and tools.

Job RequirementsEducation & Certifications

Bachelor's degree

in

IT

,

Computer Science

, or a related field (or equivalent practical experience).

AWS Cloud Practitioner

certification (

required

).

AWS Solutions Architect - Associate

certification (preferred for career growth).

ITIL v4 Foundation

certification (preferred).

Technical Skills

Foundational knowledge of

AWS core services

:

EC2

,

S3

,

IAM

,

CloudWatch

, and

VPC

. Experience with

monitoring and alerting tools

(e.g.,

AWS CloudWatch

; familiarity with

PagerDuty

or

Opsgenie

is a plus). Understanding of

IAM roles

,

access management

, and

MFA reset procedures

. Familiarity with

service desk platforms

such as

Jira Service Desk

,

ServiceNow

, or

Zendesk

. Basic understanding of

networking concepts

(e.g.,

DNS

,

VPN

,

IP addressing

).

Operational Capabilities

Ability to adhere to

Standard Operating Procedures (SOPs)

and

escalation workflows

. Strong discipline in

ticketing

,

documentation

, and

incident tracking

. Capability to interpret and act upon

CloudWatch Logs

and

GuardDuty alerts

. Readiness for

shift-based 24x7 availability

, including weekends and holidays. Comfort working under

SLA pressure

and meeting

response time KPIs

.

Soft Skills

Excellent

written and verbal communication skills

in

English

.

Customer-focused attitude

with the ability to remain calm and effective under pressure. High

attention to detail

,

reliability

, and accountability for shift handovers. Strong

team collaboration

skills, with the ability to work effectively with

Tier 2/3

teams and cross-functional units.

Why Join Us?

Opportunity to work with cutting-edge

AWS cloud technologies

. Clear path for career growth and skill development in cloud operations. Collaborative, global team environment with a focus on innovation and excellence. Comprehensive training and certification support.

Note: This is an offshore position. Candidates must be available to work in shifts as specified.

Job Type: Full-time

Pay: ₹1,000,000.00 - ₹1,800,000.00 per year

Work Location: Remote