Cloud Operations Support Specialist (Tier 2)
Darkwolfsolutions · Ogden, UT
About this role
**Dark Wolf** is seeking a **Cloud Operations Support Specialist (Tier 2)** 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. You’ll solve real-time operational challenges for mission customers while helping ensure the **high availability, reliability, and security** of critical cloud systems. **Key Responsibilities** - Serve as the primary **Tier 2 escalation point** for Tier 1 service desk tickets; diagnose and resolve complex technical issues across AWS before escalating to Tier 3 engineering. - Proactively monitor cloud infrastructure, service metrics, and system performance using AWS tools (e.g., **CloudWatch, CloudTrail**) to detect and resolve alerts before impact. - Perform routine checks of automated backup schedules, snapshot integrity, and storage/compute capacity; take corrective action or make routine adjustments when thresholds are exceeded. - Triaging, investigating, and resolving operational incidents in accordance with established **SLAs**; perform initial root cause analysis and document problem trends to prevent recurring outages. - Execute approved standard changes, routine maintenance tasks, service restarts, access requests, and basic configuration updates following change-management procedures. - Coordinate with Tier 1 support staff, Tier 3 Cloud Systems Engineers, and security personnel to ensure seamless handoffs and continuous documentation updates. - Author and maintain **SOPs**, troubleshooting runbooks, and **KB articles** to empower Tier 1 resolution and streamline escalation paths. **Required Qualifications** - **2+ years** of experience in IT help desk, technical support, systems operations, or a Tier 2 support role. - Hands-on operational experience supporting services and basic infrastructure within **AWS** (e.g., **EC2, S3, IAM, CloudWatch, VPC**). - Experience handling incident, problem, and service request ticketing workflows within **GitLab**. - Proven track record monitoring system performance, resource utilization, and backup integrity in a cloud or hybrid environment. - Solid troubleshooting skills across **Linux and/or Windows**, plus basic cloud networking (DNS, routing, security groups). - Excellent verbal and written technical communication skills; experience creating **SOPs** and knowledge base articles. - **US Citizen with an active Top Secret security clearance** (or Secret with ability to obtain/maintain Top Secret, as required by customer contract). **Desired Qualifications** - AWS certifications: **Cloud Practitioner**, **Solutions Architect – Associate**, or **SysOps Administrator – Associate**. - Relevant **DoD 8570/8140** baseline certification (e.g., **CompTIA Security+**, Network+, or CySA+). - Familiarity with basic scripting (e.g., **Bash, PowerShell, Python**) for routine admin queries or log parsing. - Familiarity with Department of Defense (DoD) security controls, ticketing processes, or Air Force base operations. **Compensation & Employment Details** - Estimated salary range: **$60,000.00 – $110,000.00** (commensurate with experience and technical skillset). - **Direct, full-time W2 employees only**. No third-party staffing agencies, C2C, or 1099 contractors. - **EEO/AA employer** (Minorities/Women/Veterans/Disabl
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