Sr. CloudOps Technician

Job Description
Job Description
Duties and Responsibilities
Job Title: Sr. CloudOps Technician
Department: CloudOps
Prepared By: Manager, CloudOps
Reports To: Manager, CloudOps
Date: 30-Sep-2026
A. Job Description Objective
The Sr. CloudOps Technician delivers advanced operational and customer support for Softwareas-a-Service (SaaS) offerings.
This role independently manages complex customer support tickets and service requests involving
customer-specific AWS environments, while providing technical guidance and operational support
to CloudOps team members.
The customers are global in all time zones, running 24x7x365. Customers are highly regulated,
requiring SaaS Cloud Operations compliance with strict regulations.
This role supports, maintains, and improves cloud-hosted customer application environments
deployed in AWS. These AWS environments include EC2, RDS SQL, S3, Application Load
Balancers, Network Load Balancers, customer-dedicated VPCs, and associated networking and
security services.
The position performs critical work, coordinates directly with customers, follows and improves
established procedures and change controls, leads troubleshooting for complex operational issues,
and escalates issues as appropriate to the Manager, Team Lead, or other technical teams.
B. Primary Job Objectives
• Monitor: Monitor, manage, and support customer SaaS production and non-production
applications hosted in AWS; identify, investigate, and coordinate resolution of operational issues
and alerts.
• Tickets: Independently receive, investigate, update, prioritize, and resolve complex customer
support tickets in accordance with established support processes and service-level expectations.
• Communicate: Communicate professionally, timely, and clearly with customers regarding ticket
status, required information, planned activities, maintenance windows, root-cause findings when
available, and resolution details.
• Application Maintenance: Plan and perform approved application maintenance activities,
including patching, updates, upgrades, refreshes, clones, and deployment and promotion of
approved customer changes through Development, Test, and Production environments.
• Execute: Execute, support, and validate backup, restore, disaster-recovery, and high-availability
procedures for customer environments.
• Troubleshoot: Lead operational troubleshooting of AWS services, including EC2, RDS, S3, VPC,
public and private subnets, Application Load Balancers, Network Load Balancers, PrivateLink,
Site-to-Site VPN, and AWS WAF. Support customer-specific network and security configurations,
including VPC connectivity, Security Groups, Network ACLs, IP allowlisting, SSL/TLS, and
controlled administrative access patterns.
• Collaborate: Troubleshoot complex service tickets and recurring issues and collaborate with
Professional Services, Engineering, Application Support, Security, and Development teams as
needed.
• SOP: Follow, maintain, and contribute to documented standard operating procedures, security
practices, change-management processes, and escalation paths.
• Mentor: Provide technical guidance, knowledge sharing, and operational support to CloudOps
team members; assist with the review and improvement of runbooks and operational
documentation.
• Hours: Participate in scheduled maintenance activities and, when required, support work outside
normal business hours.
C. Minimum Qualifications:
I. Technical Skills
• Customer Focus: Provides responsive, professional support and clear communication to
customers, including ownership of complex customer issues.
• Communication: Proficient in US English, both written and spoken.
• Education, Experience: Associate degree, bachelor’s degree, technical certification, or
equivalent relevant experience in information technology, cloud operations, systems
administration, or a related discipline. Demonstrated progressive experience supporting cloudhosted production environments is required.
• SaaS: Experience supporting SaaS applications and IaaS infrastructure in production and nonproduction environments.
• Change Management: Experience leading or independently executing controlled infrastructure
changes, application deployments, release management, patching, or upgrade activities.
• AWS: Strong working knowledge of AWS services and cloud operations, including Amazon EC2,
Amazon RDS, Amazon S3, Amazon VPC, public and private subnets, Application Load Balancers,
SSL/TLS, backup and restore practices, and high-availability architectures.
• Network: Experience supporting AWS networking and private connectivity, including VPCs, load
balancers, PrivateLink, VPN connectivity, security controls, customer-specific network
configurations, Network Load Balancers, AWS Client VPN, AWS WAF, Security Groups, and
Network ACLs.
• OS: Working understanding of Windows and/or Linux server administration.
• Tickets: Experience using a ticketing system to manage incidents, requests, updates, escalations,
and customer communication.
• Attention to Detail: Recognizes the importance of accuracy when working with production
customer systems and data; reviews work and validates outcomes before closure.
• SOP: Ability to follow and improve documented standard operating procedures, maintain accurate
records, and manage changes in a controlled production environment.
• Automation: Experience or strong familiarity with infrastructure-as-code, scripting, automation,
monitoring, or alerting tools.
• ITSM: Working knowledge of IT service management concepts, including incident, request,
problem, and change management.
II. Soft Skills
• Cognitive: Strong troubleshooting, organization, written communication, and customer-service
skills.
• Problem Solving: Uses a logical, methodical approach to investigate, diagnose, and resolve
complex issues; identifies patterns and escalates risks appropriately.
• Self-Starting: Ability to prioritize multiple tickets, service requests, and maintenance activities
while maintaining attention to detail in a dynamic support environment.
• Ownership: Takes responsibility for assigned tickets and requests through resolution or
appropriate escalation; follows through on commitments and action items.
• Teaming: Comfortable working with a team—equally helping and being helped.
• Collaboration: Works effectively with Cloud Operations, Engineering, Application Support,
Security, Professional Services, and other internal teams.
• Innovation: Open to change, suggestions, and continuous-improvement methods; identifies
opportunities to improve operational processes and documentation.
• Adaptability: Effectively manages changing priorities and complex issues in a dynamic SaaS
support environment.
• Leadership: Demonstrates sound judgment, serves as a technical resource for peers, and helps
promote consistent operational practices.
D. Working Conditions
This position supports production SaaS environments and may require participation in scheduled
maintenance windows, after-hours activities, and an on-call rotation, based on business and
customer-support needs. The Sr. CloudOps Technician may serve as an escalation point for
complex operational issues and provide technical support to other team members during these
activities.