Cloud Operations Support Specialist (Tier 2)

<p><strong>Dark Wolf</strong> is seeking a <strong>Cloud Operations Support Specialist (Tier 2)</strong> to join our team and serve as an essential frontline escalation point for maintaining, monitoring, and operating our AWS cloud environments. In this role, you will handle Tier 1 escalations, monitor system health, manage incident response, oversee backups and capacity, and execute standard operational changes. Our support specialists solve real-time operational challenges for unique mission customers and play a vital role in ensuring the high availability, reliability, and security of critical cloud systems.</p>

<p><strong>Key Responsibilities:</strong></p>

<ul>

<li>Serving as the primary Tier 2 escalation point for Tier 1 service desk tickets, diagnosing and resolving complex technical issues across AWS cloud environments before escalating to Tier 3 engineering.</li>

<li>Proactively monitoring cloud infrastructure, service metrics, and system performance using AWS monitoring tools (e.g., CloudWatch, CloudTrail) to detect and resolve alerts before impact occurs.</li>

<li>Conducting routine checks of automated backup schedules, snapshot integrity, and storage/compute capacity; take corrective action or implement routine adjustments when thresholds are exceeded.</li>

<li>Triaging, investigating, and resolving operational incidents in accordance with established SLAs; perform initial root cause analysis and document problem trends to prevent recurring outages.</li>

<li>Executing approved standard changes, routine maintenance tasks, service restarts, access requests, and basic configuration updates following strict change-management procedures.</li>

<li>Coordinating closely with Tier 1 support staff, Tier 3 Cloud Systems Engineers, and security personnel to provide seamless handoffs, operational feedback, and continuous documentation updates.</li>

<li>Authoring and maintaining comprehensive Standard Operating Procedures (SOPs), troubleshooting runbooks, and Knowledge Base (KB) articles to empower Tier 1 resolution, streamline escalation paths, and capture lessons learned from incident triage.</li>

</ul>

<p><strong>Required Qualifications:</strong></p>

<ul>

<li>2+ years of experience in IT help desk, technical support, systems operations, or a Tier 2 support role.</li>

<li>Hands-on operational experience supporting services and basic infrastructure within Amazon Web Services (AWS) (e.g., EC2, S3, IAM, CloudWatch, VPC).</li>

<li>Demonstrated experience handling incident, problem, and service request ticketing workflows within GitLab</li>

<li>Proven track record monitoring system performance, resource utilization, and backup integrity in a cloud or hybrid environment.</li>

<li>Solid baseline troubleshooting skills across Linux and/or Windows operating systems and basic cloud networking (DNS, routing, security groups).</li>

<li>Excellent verbal and written technical communication skills, with experience creating standard operating procedures (SOPs) and knowledge base articles.</li>

<li style="font-weight: bold;"><strong>US Citizen with an active Top Secret security clearance (or Secret with ability to obtain/maintain Top Secret, as required by customer contract).</strong></li>

</ul>

<p><strong>Desired Qualifications:</strong></p>

<ul>

<li>AWS Certified Cloud Practitioner, AWS Certified Solutions Architect – Associate, or AWS Certified SysOps Administrator – Associate.</li>

<li>Relevant DoD 8570/8140 baseline certification (e.g., CompTIA Security+, Network+, or CySA+).</li>

<li>Familiarity with basic scripting (e.g., Bash, PowerShell, Python) for routine administrative queries or log parsing.</li>

<li>Familiarity with Department of War (DoW) security controls, ticketing processes, or Air Force base operations.</li>

</ul>

<p>The estimated salary range for this position is $60,000.00 - $110,000.00, commensurate on experience and technical skillset. </p>

<p>We are strictly looking for direct, full-time W2 employees. We do not engage with third-party staffing agencies, C2C, or 1099 independent contractors for this role.</p>

<p>We are proud to be an EEO/AA employer Minorities/Women/Veterans/Disabled and other protected categories.<br> <br>In compliance with federal law, all persons hired will be required to verify identity, confirm US Citizenship, and complete the required employment eligibility verification upon hire.</p>