Description As an Operations Engineer II (OEII) of the AMS team; you will be part of the technical support line. You will receive contacts from corporate clients via email, chats and calls regarding infrastructure related requests such as change requests, monitoring, patch management and security and backup services as well as provide full-lifecycle services to provision, run, and support infrastructure. These requests will be intermediate impact, additional requests of higher level/severity will be elevated to the next level of support. This role also takes part in process improvement as well as training/induction initiatives for the business. Key job responsibilities • Operate the Managed Service platform and collaborate with internal service teams to meet our customers' individual needs for their infrastructure and application deployments. • Drive customer communication during critical events, troubleshoot complex issues, drive root cause by re-producing customer issues, build proof of concept environments that abide by cloud-best-practices, identify / drive improvements to technical processes and learn and leverage groundbreaking technologies. • Collaborate and help build utilities and tools for internal use that enable you and AWS Engineers to operate safely at high speed and wide scale. • Act as an escalation point and mentor to less experienced engineers on the team and across Amazon. • Leverage your day-to-day experiences to provide the voice of the customer to internal AWS teams. About the team Diverse Experiences Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. Inclusive Team Culture Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship and Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Basic Qualifications - Bachelor's Degree in an engineering or IT related discipline. - 4+ years’ work experience in a systems administrator, engineering or technical IT/Cloud operations support role. - 4+ years in Windows Operating System support for troubleshooting, deployment, installation, updates, privacy, security and patching. - Networking Experience (e.g. Deploying and troubleshooting LAN, VPN, Firewalls, TCP/IP etc.). - Able to communicate effectively in English, within technical and business settings Preferred Qualifications - Experience with service-oriented architecture and web services. - Experience with aspect(s) of security: network, application, security protocols, cryptography, etc... - Scripting and / or programming experience with at least one scripting language (PowerShell, Ruby, Python, Bash). - Experience with IAM, Active Directory and ADFS. - Experience in a DevOps team, supporting CI/CD workloads. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.