Systems Engineer (L2)

The AWS &OS System Engineer (L2) - 24x7 Shared is a developing engineering role responsible for providing round-the-clock managed services support to keep AWS and Windows/Linux infrastructure operational.

The primary objective of this role is to proactively monitor work queues, respond to incidents and requests, and apply technical and process knowledge to restoreservice within agreed service level agreements (SLAs).

The AWS &OS Engineer (L2) focuses on second-line support for EC2 administration, Windows/Linux operating systems, patching, hardening, backup and recovery, IAM/access, monitoring, performance, incident/change management and operational troubleshooting for production systems.

This role operates within a 24x7 shared support model and may also contribute to or support project work as and when required.

Key Responsibilities:

· Proactively monitors assigned work queues, alerts, incidents and service requests in a 24x7 support environment.

· Performs EC2 administration and operational support for Windows and Linux systems.

· Executes operating-system patching and hardening activities in accordance with approved procedures and change controls.

· Supports backup and recovery operations, validates outcomes and escalates failures where required.

· Performs IAM and access-related operational tasks within approved authority and documented procedures.

· Monitors system health, availability and performance and performs initial technical analysis of abnormal conditions.

· Investigates and resolves incidents and requests within agreed SLA, documenting diagnosis, actions and resolution in tickets.

· Executes approved changes with identified risks, validation steps and backout considerations captured in the change record.

· Performs operational troubleshooting across AWS, Windows and Linux infrastructure and escalates complex issues with relevant evidence.

· Supports production systems and follows shift handover processes for open incidents, planned changes and critical tasks.

· Communicates with clients, internal resolver groups and third parties when extending support or coordinating restoration activities.

· Maintains operating procedures and knowledge articles based on recurring incidents and completed resolutions.

· Supports service improvement and automation opportunities for routine operational tasks.

· Performs any other related task as required.

Knowledge and Attributes:

· Working knowledge of AWS EC2and Windows/Linux infrastructure operations.

· Ability to follow runbooks, operational procedures and change controls accurately.

· Ability to communicate clearly during incidents, shift handovers and client interactions.

· Ability to work effectively in a 24x7 shared support and shift environment.

· Ability to prioritize work against incident severity, SLA and production impact.

· Ability to work well under pressure and adapt to changing operational circumstances.

· Strong client service orientation and attention to ticket quality and documentation.

· Ability to collaborate with other resolver groups and escalate with complete technical evidence.

Academic Qualifications and Certifications:

· Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).

· Certifications relevant to the services provided carry additional weightage on a candidate’s qualification for the role.

· Required certification(s):

· AWS Certified SysOpsAdministrator - Associate.

· Good-to-have certification(s):

· RHCSA or RHCE.

· Relevant Microsoft Windows Server certification.

· ITIL Foundation.

Required Experience:

· 4+ years of overall relevant experience.

· 3+ years of experience in AWS and Windows/Linux infrastructure operations.

· Hands-on experience with EC2administration, patching, hardening, backup/recovery, IAM/access, monitoring, performance and operational troubleshooting.

· Experience supporting production systems under SLA and working within incident and change management processes.

Required scope

AWS operations: EC2 administration; IAM/access; monitoring

Operating systems : Windows; Linux; patching; hardening

Resilience: Backup; recovery; operational validation

Service operations: Incident management; change management; SLA support

Performance and support: Monitoring; performance analysis; operational troubleshooting