Senior Cloud Support Engineer with Servicenow

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Title: Senior Cloud Support Engineer

Location: Irvine, CA / San Antonio, TX (Onsite)

Duration: Long-Term Contract

As a Senior Support Engineer in the Cloud Operations team, you will provide expert-level technical support for mission-critical systems and applications while ensuring the stability, reliability, and scalability of cloud infrastructure. You will play a key role in incident management, root cause analysis, automation, and continuous improvement, leveraging SRE principles and cloud best practices to drive operational excellence.

Qualifications:

• 10+ years of technical support experience in enterprise environments.
• AWS Solutions Architect or Certified Kubernetes Administrator (CKA) certification required.
• Strong expertise in monitoring tools. One or more of the following - Datadog, Nagios, Prometheus, AWS CloudWatch, Splunk.
• Proficiency in scripting and automation (Python, PowerShell, or Bash).
• Experience with cloud networking, security, IAM policies, and infrastructure optimization.
• Familiarity with CI/CD pipelines, DevOps methodologies, and infrastructure as code (Terraform, CloudFormation).
• ITIL Foundation certification (preferred).
• Hands-on experience with ServiceNow or similar ITSM platforms - nice to have.
• Strong analytical thinking and problem-solving skills with a proactive mindset.
• Excellent communication skills and ability to collaborate effectively across teams.

Responsibilities:

• Resolve complex technical incidents related to AWS infrastructure, networking, and applications within SLA targets.
• Perform root cause analysis (RCA) and implement long-term solutions to prevent recurring issues.
• Monitor system health using Datadog, Prometheus, AWS CloudWatch, and Splunk, responding proactively to alerts.
• Automate operational tasks and incident response using Python, PowerShell, or Bash scripting.
• Optimize AWS resources, configurations, and cost efficiency, ensuring reliability and security.
• Collaborate with DevOps and engineering teams to enhance CI/CD pipelines and automate deployments.
• Maintain operational runbooks, SOPs, and knowledge base articles for efficient troubleshooting.
• Mentor junior engineers and drive continuous service improvement through SRE best practices.

Certification: :

AWS Solutions Architect