Cloud Operations Support Specialist (Tier 2)

Dark Wolf is seeking a Cloud Operations Support Specialist (Tier 2) to serve as a frontline escalation point for maintaining, monitoring, and operating AWS cloud environments. The role involves handling Tier 1 escalations, diagnosing complex technical issues, monitoring system health, managing incident response, and executing standard operational changes for mission-critical cloud systems.

* Serve 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 * Proactively monitor cloud infrastructure, service metrics, and system performance using AWS monitoring tools such as CloudWatch and CloudTrail to detect and resolve alerts before impact occurs * Conduct routine checks of automated backup schedules, snapshot integrity, and storage/compute capacity; take corrective action or implement routine adjustments when thresholds are exceeded * Triage, investigate, and resolve 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 strict change-management procedures * Author and maintain comprehensive Standard Operating Procedures (SOPs), troubleshooting runbooks, and Knowledge Base articles to empower Tier 1 resolution and capture lessons learned from incident triage

* 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 Amazon Web Services (AWS) including EC2, S3, IAM, CloudWatch, and VPC * Demonstrated 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 baseline troubleshooting skills across Linux and/or Windows operating systems and basic cloud networking including DNS, routing, and security groups * Excellent verbal and written technical communication skills, with experience creating standard operating procedures and knowledge base articles * US Citizen with an active Top Secret security clearance or Secret clearance with ability to obtain/maintain Top Secret as required by customer contract