AWS Production Support Engineer - Knoxville, TN

Job Description

Job Description

Job Title : AWS Production Support Engineer - Knoxville, TN Location : Knoxville, Tennessee Type : Contract-to-Hire Compensation : $75,000.00 Work Model : Onsite – onsite

Overview

System One is seeking an AWS Production Support Engineer to provide hands-on operational support for business-critical applications running in AWS within a large financial services environment. The engineer will monitor application health, investigate alerts and incidents, troubleshoot AWS services, manage operational tickets, and coordinate with development teams and technical SMEs to restore service. The role will use Amazon CloudWatch, AWS CloudTrail, Splunk, ServiceNow, and AWS console/logging capabilities to investigate production issues and determine the appropriate resolution or escalation path. The engineer will also support application releases, production changes, resiliency exercises, and scheduled weekend activities. This is primarily a production support and AWS cloud operations role, rather than application development. Candidates should be comfortable investigating beyond documented knowledge articles, developing an understanding of the applications they support, and taking increasing ownership of recurring production issues.

Responsibilities

• Provide production support for AWS-hosted enterprise applications.
• Monitor applications and infrastructure using Amazon CloudWatch, AWS CloudTrail, Splunk, and related tools.
• Investigate alerts through the AWS console, logs, and metrics to identify failure points and business impact.
• Troubleshoot AWS services and Amazon SNS-related events.
• Manage incidents, operational tickets, and support queues through ServiceNow.
• Perform technical triage and coordinate resolution with application developers, cloud teams, and SMEs.
• Escalate complex incidents with complete technical findings and supporting evidence.
• Follow established knowledge articles while independently investigating issues without documented resolutions.
• Support weekday deployments, application releases, and production change activities.
• Participate in LTO 2/LTO 3 resiliency exercises and scheduled weekend LQS activities.
• Identify vulnerabilities and operational risks encountered during production support.
• Develop knowledge of application functionality and take increasing ownership of recurring incidents.
• Ensure incidents and tickets are progressed or resolved in a timely manner.
• Work effectively within the team's 24x7 production support model.

• 2+ years of hands-on AWS cloud operations and production support experience.
• Strong ability to navigate the AWS console and troubleshoot application, service, and infrastructure issues.
• Hands-on experience with Amazon CloudWatch and AWS CloudTrail for monitoring, logs, metrics, and incident investigation.
• Strong production troubleshooting, log analysis, and incident triage skills.
• Experience with ServiceNow for incident and ticket management.
• Ability to investigate application alerts, transaction failures, AWS service issues, and operational incidents.
• Experience coordinating incident resolution with application development teams, cloud teams, and technical SMEs.
• Ability to work independently when a knowledge article or documented procedure does not fully address an issue.
• Strong communication, ownership, analytical thinking, and problem-solving skills.
• Flexibility to support releases, production changes, resiliency activities, and changing support schedules.
• Ability to work effectively within a 24x7 production environment.