AWS Production Support Engineer

Locations: Chicago, IL | Peoria, IL | Irving, TX (Onsite/Hybrid as per client requirement)

Experience Required: 6+ Years

Employment Type: Contract (C2C)

Preferred Education

• Bachelor's Degree

Required Skills

• 6+ years of experience providing production support for customer-facing applications in complex enterprise environments.
• Strong experience with AWS Kinesis (streaming and messaging services).
• Hands-on experience with AWS Fargate and AWS Lambda.
• Experience implementing and supporting CI/CD pipelines using Azure DevOps.
• Experience with ServiceNow for incident management.
• Experience using Azure DevOps for features, user stories, and release management.
• Strong understanding of operational readiness, including monitoring, alerting, and runbooks.
• Experience working within enterprise ITSM frameworks.
• Proven experience in incident management, root cause analysis (RCA), and continuous service improvement.
• Ability to work in on-call and production support environments with excellent troubleshooting skills.
• Strong collaboration skills with Engineering, Product, Platform, and Operations teams.
• Excellent verbal and written communication skills with the ability to provide clear technical and business updates.
• Ownership mindset with accountability for platform stability and production support.

Job Summary

We are seeking an experienced AWS Production Support Engineer to provide production stability and operational support for AWS-based cloud platforms and services. The ideal candidate will be responsible for incident management, operational readiness, platform reliability, and continuous improvement initiatives. This role serves as the primary technical liaison between platform teams, product teams, and support organizations to ensure high availability and operational excellence.

Key Responsibilities

• Own production incidents from initial triage through resolution and closure.
• Monitor, troubleshoot, and support AWS cloud services and APIs in production.
• Coordinate issue resolution across Engineering, Product, Platform, and Operations teams.
• Communicate incident status, business impact, and resolution progress to stakeholders.
• Lead and contribute to Root Cause Analysis (RCA) and ensure corrective actions are implemented.
• Improve platform reliability, stability, monitoring, alerting, and operational readiness.
• Develop, maintain, and enhance operational runbooks and support documentation.
• Identify process improvements and implement best practices for production support.
• Support on-call rotations and critical production escalations.
• Conduct knowledge transfer sessions to prepare support teams for production ownership.
• Understand end-to-end application and business workflows to effectively support enterprise services.