Why SoftwareOne? SoftwareOne is a leading global software and cloud solutions provider that is redefining how companies build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 8,900 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 90 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at https://www.softwareone.com/en The role As an AWS Consultant in the Managed Services support team, you will provide third level (L3) support in troubleshooting issues in AWS cloud infrastructure, Operating System and networking in customer environments. We expect you to provide expert guidance to the team members and customers as and when required. You should be able to mentor the team, own the complex tasks / issues and should be able to pass the knowledge to the team. Candidate must have 8+ years of experience working in AWS Services and must have experience and knowledge in Devops like CI / CD Pipelines, GitHub, Terraform, CFT etc., Candidates should be flexible to work in 24x7 rotational shifts. Your week-off’s will also be rotational rostered every month. You will also be fairly compensated for any On-Call support / availability provided by you outside of your business hours. What we need to see from you Providing technical support to customers, including troubleshooting and resolving technical issues related to AWS infrastructure. Professional experience in architecting / deploying / operating solutions built on AWS Collaborating with Level 1 & 2 Support Engineers, Internal stakeholders, and other support teams to diagnose and resolve complex technical issues Validating and Escalating issues to AWS support after exhausting all the internal sources Utilize monitoring tools such as CloudWatch and Splunk to track system health and respond to incidents to ensure high availability. Should have knowledge or experience working with AWS Backup Services and Patch Management life cycle thru AWS SSM. Conducting root cause analysis and identifying opportunities for system and process improvements. Following established incident management procedures to mitigate the impact of disruptions. Participating in the planning and implementation of changes and improvements to AWS infrastructure, including testing and validation of new features and functionality. Collaborate with other teams and vendors to promptly escalate and resolve critical issues and work towards service improvements. Generating reports to analyse trends, evaluate the performance of the Event Management process, and contribute to continual service improvement. Creating and maintaining standard operating procedures, documentation of configurations and processes. Develop Industry best practices within the team Technical Skills Should have expert knowledge in commonly used AWS Services including but not limited to EC2, RDS, VPC, ELB, ALB, Route53 etc., All Cloud Engineers need to understand networking concepts such as network layers (the OSI model), IP connectivity, TCP, UDP, DNS, HTTP(s), and how to troubleshoot common connectivity issues. Should have good knowledge and understanding on Windows and Linux Operating Systems Should have worked with containers (Openshift, Kubernetes, Docker etc.) Automation and Scripting Scripting Languages: Proficiency in scripting languages, e.g., Python, to automate routine tasks and streamline operations. This includes writing scripts for deployment, monitoring, and maintenance activities. knowledge in Infrastructure as Code (IaC): Implementing IaC principles using tools like Terraform or CloudFormation to manage programmatically and provision cloud resources. Soft Skills Strong problem-solving skills and attention to detail. Communication: Excellent communication skills to interact with internal stakeholders, articulate technical concepts clearly, and provide exceptional customer service. Ability and willingness to challenge constructively and effectively Embrace the changes in the work environment Certification AWS Cloud Practitioner (or above) Must hold Associate level exam certs (like Solution Architect / Sysops Associate) DevOps certifications like Terraform Associate ITIL Foundation certified engineer Good to hold any Professional level certification (like Solution Architect / Sysops Professional) Job Function Software & Cloud Services Accommodations SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR. At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.