Lead AWS Cloud Engineer – Incident Management & Operations

Infosys • Raleigh, AZ

19d

About The Position

As a Lead AWS Cloud Engineer, you will lead incident management for a financial services client, serving as the command center for business-impacting production incidents in a 24/7/365 environment. You will drive high-priority incidents to resolution, lead technical bridge calls, coordinate with engineering teams on root cause analysis and operational improvements, and act as the primary point of contact for management and stakeholders during incidents.

The role also covers infrastructure assessment, solution design, deployment and maintenance coordination, system performance and capacity analysis, security and recovery activities, automation improvements, cross-team collaboration, and development of a centralized technical knowledge repository. You will partner with the Correction of Errors team on root-cause documentation, lessons learned, and enhancements. The role requires participation in an on-call rotation, including weekends and night shifts, and may require relocation and/or travel to the work or project location.

The Infosys Financial Services unit works with financial institutions on digital transformation using AI, cloud, and data-led innovation across banking, wealth management, and insurance. Infosys describes itself as a global digital services and consulting company serving clients in more than 50 countries.

Requirements

• Bachelor’s degree or foreign equivalent from an accredited institution; alternatively, three years of progressive experience in the specialty may be considered in lieu of each year of education.
• Ability to lead response, triage, and impact mitigation for high-priority and complex technology incidents using client incident-management processes.
• Ability to troubleshoot quickly and identify root causes using monitoring, application performance management, wire data analytics, and event correlation tools.
• Ability to lead incident and technical follow-up calls with 20–100 participants and clearly articulate troubleshooting steps while influencing technical teams.
• Ability to act as the primary stakeholder contact during business-impacting incidents, provide timely updates, and escalate appropriately.
• Understanding of analyzing data across application protocols and infrastructure, including AWS, UNIX, DNS, LDAP, SSL, SMTP, and FTP.
• Ability to track and report incident trends and metrics such as MTTR and MTTD, recommend enhancements, and lead approved implementations.
• Ability to collaborate with teams to improve proactive monitoring and observability.
• Collaborative spirit and excellent communication skills.
• Ability to work with cross-functional teams.

Nice To Haves

• AWS Certified Solutions Architect – Associate or above.
• AWS Certified SysOps Administrator certification.
• ITIL certification.
• Experience with OpenTelemetry or SignalFx.
• Experience with Splunk, Datadog, or Dynatrace.
• Knowledge of SRE practices, including SLIs/SLOs and error budgets.
• Experience writing post-incident reviews.

Responsibilities

• Drive high-priority and complex production incidents to resolution, including response, triage, and impact mitigation.
• Lead large technical bridge calls and incident follow-up calls, guiding participants through troubleshooting steps.
• Use monitoring, application performance management, wire data analytics, and event correlation tools to troubleshoot incidents and find root causes quickly; drive a permanent fix or workaround.
• Serve as the primary point of contact for management and stakeholders during business-impacting incidents, providing timely status updates and appropriate functional and management escalations.
• Partner with engineering teams and the Correction of Errors team on root-cause analysis, documentation, lessons learned, and operational enhancements.
• Analyze data across application protocols and infrastructure, including AWS, UNIX, DNS, LDAP, SSL, SMTP, and FTP.
• Track and report incident trends and metrics, including MTTR and MTTD, to senior leadership; recommend enhancements and lead approved implementations.
• Collaborate with teams to improve proactive monitoring and observability.
• Collaborate with internal and client teams to resolve complex incidents, conduct root-cause analyses, and document preventive recommendations.
• Evaluate client IT infrastructure, prepare actionable assessment reports, and support due diligence on infrastructure maturity and improvement opportunities.
• Contribute to scalable, cost-effective IT infrastructure designs; review reusable components and develop technical documentation for deployed systems.
• Align release schedules and environment readiness, execute deployments according to protocols, perform post-deployment testing, and manage version control.
• Coordinate maintenance schedules, emergency fixes, and technology upgrades while maintaining integration with existing systems and processes.
• Analyze system performance data, coordinate insights on system behavior, and support capacity planning.
• Conduct security checks, recovery drills, and compliance audits; implement security measures and coordinate continuity plans.
• Identify automation opportunities, analyze infrastructure processes, and propose efficiency improvements.
• Liaise with onsite, offshore, and vendor teams to document project requirements and support collaboration.
• Develop a centralized repository of technical and procedural knowledge, using insights from other projects to improve efficiency and retain organizational expertise.
• Participate in an on-call rotation, including weekends and night shifts.

Benefits

• Medical, dental, vision, and life insurance.
• Long-term and short-term disability coverage.
• Health and dependent care reimbursement accounts.
• Accident, critical illness, hospital indemnity, and legal insurance.
• 401(k) plan and contributions dependent on salary level.
• Paid holidays and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior