AWS Platform Support Lead

Pay Range: $50.00hr - $55.00hr

Job Overview:

Our client is seeking an experienced AWS Platform Support Lead to oversee cloud platform operations, production support, incident management, and infrastructure reliability across AWS environments. The successful candidate will lead a team of support engineers, drive operational excellence, ensure platform stability and security, and act as the primary escalation point for critical incidents. This role requires strong expertise in AWS cloud services, infrastructure operations, automation, monitoring, and ITIL-based service management processes.

Key Responsibilities:

• Lead and mentor a team of AWS Platform Support Engineers.
• Provide technical guidance for cloud operations, support activities, and platform improvements.
• Define support standards, operational procedures, and best practices.
• Serve as the technical escalation point for complex production issues.
• Manage and support AWS infrastructure across multiple environments.
• Ensure high availability, scalability, performance, and reliability of cloud platforms.
• Oversee incident, problem, change, and release management activities.
• Drive major incident management and coordinate recovery efforts.
• Perform Root Cause Analysis (RCA) and implement preventive actions.
• Establish proactive monitoring and alerting mechanisms.
• Define and track platform SLAs, KPIs, and operational metrics.
• Analyze trends and recommend improvements for platform stability.
• Ensure capacity planning and performance optimization.
• Drive automation of operational activities using Infrastructure as Code (IaC).
• Support CI/CD processes and release deployments.
• Implement operational automation using Terraform, CloudFormation, Ansible, Python, and Shell Scripting.
• Ensure cloud environments adhere to security policies and compliance requirements.
• Review IAM configurations, access controls, and overall security posture.
• Collaborate with security teams to remediate vulnerabilities and audit findings.
• Partner with application, DevOps, security, network, and business teams.
• Provide regular operational reports and service review updates.
• Lead customer and stakeholder communications during major incidents and service reviews.

Required Technical Skills:

• AWS Services.
• EC2.
• S3.
• VPC.
• IAM.
• RDS.
• Lambda.
• Route 53.
• ELB / ALB / NLB.
• CloudWatch.
• CloudTrail.
• Auto Scaling.
• SNS / SQS.
• EKS / ECS.
• Linux (RHEL, Amazon Linux, Ubuntu).
• Windows Server.
• Client .
• Datadog.
• Dynatrace.
• Prometheus.
• Grafana.
• ELK Stack.
• Terraform.
• CloudFormation.
• Ansible.
• Jenkins.
• GitHub.
• GitLab.
• Azure DevOps.
• Python.
• Shell Scripting.
• PowerShell.
• Amazon RDS.
• MySQL.
• PostgreSQL.
• DynamoDB.

Leadership Responsibilities:

• Manage and coach a team of cloud support engineers.
• Conduct performance reviews and development planning.
• Drive shift governance and support coverage planning.
• Ensure adherence to operational SLAs and OLAs.
• Lead major incident bridges and stakeholder communications.
• Drive continuous service improvement initiatives.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• 8+ years of IT infrastructure and production support experience.
• 5+ years of hands-on AWS cloud operations experience.
• Experience leading platform support teams in a production environment.
• Strong understanding of cloud networking, security, and infrastructure architecture.
• Experience working within ITIL-based service management environments.
• Excellent communication, leadership, and stakeholder management skills.

Preferred Certifications:

• AWS Certified Solutions Architect Professional.
• AWS Certified SysOps Administrator Associate.
• AWS Certified DevOps Engineer Professional.
• AWS Certified Security Specialty.
• ITIL Foundation Certification.

Key Competencies:

• AWS Cloud Operations Leadership.
• Production Support Management.
• Incident & Problem Management.
• Platform Reliability Engineering.
• Site Reliability Engineering (SRE).
• Team Leadership & Mentoring.
• Stakeholder Management.
• Automation & Continuous Improvement.
• Cloud Security & Governance.
• Performance Optimization.

Nice to Have:

• Experience with Kubernetes (EKS) and container platforms.
• Exposure to FinOps and AWS cost optimization practices.
• Multi-cloud experience (Azure and/or GCP).
• Knowledge of SRE practices and observability frameworks.
• Experience supporting global 24x7 operations.