IOT L2 Support

Role & responsibilities

a. Technical Troubleshooting: Provide advanced technical support for AWS IoT services, resolving complex issues related to device connectivity, data ingestion, security, and integration with other AWS services.
b. Customer Interaction: Interact indirectly with customers to understand their technical issues, provide timely updates, and ensure customer satisfaction through effective communication and resolution of problems via JSM (Jira service Management) .
c. Incident Management: Handle escalated cases from Level 1/Level 3/ Business support, taking ownership of issues and driving them to resolution while adhering to defined service-level agreements (SLAs).
d. Root Cause Analysis: Perform thorough analysis of incidents, identifying root causes and implementing preventive measures to minimize recurring issues and improve service reliability.
e. Documentation and Knowledge Sharing: Document troubleshooting steps (Confluence), resolutions, and best practices for internal knowledge base and customer-facing documentation, contributing to the overall improvement of support processes and customer experience.
f. Any Experience- Experience in Jira, AWS Services (Lambda, Cloudwatch, Kinesis Stream, SQS, IoT Core) , NewRelic will be an advantage .
2. Cloud Operations (CloudOps) Profile (at least 4-5 year experience )-
a. Infrastructure Management:
i. Design, deploy, and manage cloud infrastructure solutions (AWS) ensuring scalability, reliability, and efficiency.
b. Monitoring and Incident Response:
i. Implement and maintain monitoring, alerting, and logging solutions to ensure proactive management of cloud resources. Respond to and resolve incidents in a timely manner to minimize downtime.
c. Automation and Scripting:
i. Develop and maintain infrastructure as code (IaC) using tools such as Terraform, CloudFormation, or Ansible. Automate routine tasks and processes to streamline operations and improve efficiency.
ii. Knowledge of Python or node is mandatory to automate the manual operation tasks .
d. Security and Compliance:
i. Implement and enforce security best practices, including access controls, encryption, and compliance with industry standards (e.g., WAF, Device Defender etc). Conduct regular security audits and vulnerability assessments.
e. Performance Optimization:
i. Identify opportunities to optimize AWS cloud resources for cost and performance. Implement cost management strategies and recommend architectural improvements based on monitoring and analysis.
f. Collaboration and Documentation:
i. Work closely with cross-functional teams (e.g., Developers, DevOps engineers, Architects to support application deployment and troubleshooting. Maintain documentation of infrastructure configurations, procedures, and troubleshooting guides.
g. Continuous Improvement:
i. Stay current with industry trends, emerging technologies, and best practices in cloud operations. Drive initiatives for process improvement, automation, and scalability.