Analyst/Developer – General 3 (Production Support Engineer – AWS Cloud Operations)

Location: Chicago, IL | Peoria, IL | Irving, TX (Hybrid – 2 days onsite per week)
Duration: 12-Month Contract
Pay: $58–$63/hr W2
Benefits: Medical, Dental, Vision, 401(k) Match
Schedule: Monday–Friday, 1st Shift + On-Call Rotation

We are seeking an Analyst/Developer – General 3 with a background in Production Support Engineering and AWS Cloud Operations to support AWS-based platforms and customer-facing applications in a complex enterprise environment. This role focuses on platform stability, incident management, operational readiness, and continuous improvement across cloud services and APIs.

This is an excellent opportunity for someone with AWS operations experience who enjoys troubleshooting production issues, driving root cause analysis, and partnering with engineering, product, and support teams to improve reliability and service performance.

Responsibilities

• Own production incidents from initial triage through resolution and closure.
• Troubleshoot AWS-hosted applications, APIs, and cloud services.
• Partner with engineering, platform, product, and operations teams to resolve issues and restore services.
• Communicate incident status, business impact, and resolution progress to stakeholders.
• Lead and contribute to root cause analysis efforts and track follow-up actions.
• Develop, maintain, and enhance runbooks, operational procedures, and support documentation.
• Drive improvements in monitoring, alerting, platform stability, and operational readiness.
• Support knowledge transfer activities and ensure support teams are prepared to support production services.
• Participate in an on-call rotation supporting critical production systems.

Required Qualifications

• 2–4 years of experience supporting production-grade, customer-facing applications.
• Hands-on AWS operations and support experience.
• Experience supporting or troubleshooting:
  • AWS Kinesis
  • AWS Lambda
  • ECS and/or Fargate
  • APIs and integrations
• Experience with ServiceNow incident management.
• Experience using Azure DevOps for work items, features, user stories, or CI/CD activities.
• Experience performing root cause analysis and driving long-term corrective actions.
• Understanding of monitoring, alerting, runbooks, and operational support processes.
• Experience working within enterprise ITSM environments.
• Strong communication and cross-functional collaboration skills.

Preferred Qualifications

• Bachelor's degree preferred.
• AWS certifications preferred but not required.
• Experience supporting cloud-native platforms in large enterprise environments.
• Previous on-call or production support ownership experience.

Interview Process

Round 1 – Hiring Manager Interview

• Background and experience review.
• Production support and troubleshooting examples.
• Discussion around incident ownership and root cause analysis.

Round 2 – Technical Interview

• AWS-focused discussion with technical leads.
• Kinesis, Lambda, ECS/Fargate, and API support scenarios.
• Production troubleshooting and operational support examples.

Ideal Backgrounds

• Production Support Engineer
• Cloud Operations Engineer
• Platform Support Engineer
• Application Support Engineer
• AWS Support Engineer
• Site Reliability Engineer (Junior/Mid-Level)

Note: This is a production support and cloud operations role. Candidates whose experience is primarily software development or architecture, with limited production support ownership, are unlikely to be a fit.

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