About the job

1. As a Level 3 AWS Infrastructure Support Engineer, you will own overnight monitoring and response for Electronikmedia’s Clients' AWS-based production environment. You will:
   • Monitor system health using Datadog and AWS-native tools
   • Investigate alerts and anomalies using established runbooks
   • Resolve production incidents when possible
   • Escalate complex issues quickly and accurately
   • Maintain clean, auditable incident documentation
   • This role is ideal for someone who thrives in high-trust, high-impact operational environments.
2. Key ResponsibilitiesOn-Call & Incident Response
   • Provide initial response within 15 minutes for all high-priority production alerts
   • Investigate, mitigate, and resolve production outages when feasible
   • Escalate unresolved or complex issues using the defined escalation matrix
   • Act as the owner of the production system stability
3. Monitoring, Alerting & Observability
   • Analyze and respond to Datadog monitor alerts across infrastructure and application layers
   • Identify abnormal patterns, trend-line deviations, and early indicators of systemic risk
   • Proactively notify stakeholders of significant performance or stability concerns
   • Contribute insights for preventive and corrective actions
4. Root Cause & Trend Analysis
   • Track recurring alerts and incidents
   • Provide analysis and recommendations to reduce alert noise and improve system resilience
   • Participate in weekly validation of Datadog alert configurations and thresholds
5. Communication & Documentation
   • Maintain clear, concise, and timely communication during incidents
   • Document all incidents, alarms, and observations in Jira during each shift
   • Ensure handoff notes are complete and actionable for daytime engineering teams
6. Technical Environment Core AWS Services
   • ECS (Fargate)
   • RDS
   • ElastiCache
   • EC2
   • Lambda
   • API Gateway
   • S3
7. Tooling
   • • Datadog (monitoring, alerts, dashboards)
     • Jira (incident tracking and documentation)

Qualifications & Experience

• 5+ years of hands-on AWS infrastructure administration and support
• Proven experience supporting production-grade, high-availability systems
• Strong background in incident response within enterprise or scale-up environments

Skills

• Deep operational knowledge of AWS services and distributed systems
• Strong troubleshooting and root-cause analysis skills under tight SLAs
• Ability to follow runbooks while also knowing when to think beyond them
• Calm, structured decision-making during production incidents

Certifications (Preferred)

• AWS Certified Solutions Architect – Associate or Professional
• AWS Certified DevOps Engineer – Professional (Nice to Have)

Service Level Expectations

• Alert Escalation SLA: ≤ 15 minutes for high-priority alarms
• Availability: Consistent overnight coverage ( IST Day Shift )
• Reliability: Zero missed critical alerts during assigned coverage windows

Deliverables

• Monthly Service Performance Report, including:
• Alerts monitored
• Incidents resolved
• Escalations
• SLA adherence metrics
• Weekly Datadog Validation, ensuring alert accuracy and functionality