Overview AWS SUPPORT LEAD

POSITION SUMMARY

Adastra is seeking a hands-on AWS Support Lead to support and maintain customer cloud environments within our Global Managed Services team. In this role, you will investigate production issues, troubleshoot cloud infrastructure, coordinate incident resolution, and ensure customers receive timely updates and reliable operational support.

You will combine practical AWS engineering with day-to-day coordination across a distributed support team. You will take ownership of assigned issues, implement approved changes safely, maintain clear operational documentation, and work with technical specialists when additional expertise is required. This is a hands-on operational role for an experienced cloud professional who works independently, communicates effectively, and is committed to continuous learning.

Primary Location:

Greater Toronto Area (GTA), Ontario, Canada

Work Model:

Hybrid – 2 days onsite per week

Employment Type:

Permanent Full-Time

RESPONSIBILITIES

AWS Operations and Incident Management

Coordinate incident triage and service requests, assess business impact and urgency, and take ownership of assigned investigations through resolution or documented handoff

Troubleshoot production issues using logs, metrics, monitoring tools, and relevant diagnostic information

Escalate issues to the appropriate technical specialists with clear evidence, findings, and recommended next steps

Support approved production changes, hotfixes, and environment promotions using established Git workflows and change controls

Validate changes, follow rollback procedures, maintain accurate records,



and contribute to incident reviews and improvements that prevent recurring issues

Maintain clear handoffs across distributed teams, documenting the current impact, actions taken, next steps, and accountable owners

Hands-On AWS Cloud Operations

Operate and troubleshoot AWS environments across identity and access management, networking, compute, storage, security, monitoring, backup, and data services

Support AWS Organizations, Control Tower, IAM, and IAM Identity Center, including single sign-on (SSO), multi-factor authentication (MFA), permission sets, and production access

Support Amazon EC2, including Windows and SQL Server workloads, Amazon S3, Amazon EBS, AWS Systems Manager, AWS Lambda, Step Functions, EventBridge, CloudWatch, CloudTrail, and Security Hub

Assess operational risks, security posture, backup approaches, cost considerations, and production readiness, and recommend practical improvements

Infrastructure as Code, Automation and Monitoring

Support existing infrastructure configurations and reviewed deployment workflows, developing proficiency in Terraform or equivalent tools with guidance from designated specialists

Automate operational tasks using Python, PowerShell, or Bash

Configure and improve monitoring using Datadog, Amazon CloudWatch, or equivalent tools, including dashboards, alerts, log pipelines, and certificate tracking





Support integrations between monitoring and incident management tools, including PagerDuty and ServiceNow

Improve operational runbooks, monitoring coverage, and alert quality to reduce recurring incidents and manual effort

Cloud Data Platform Support

Conduct initial investigations of data pipelines and scheduled jobs by reviewing execution status, logs, access failures, and dependencies

Use SQL fundamentals to validate data and investigate operational symptoms within approved access

Distinguish between infrastructure, access, pipeline, and data-related issues, engaging the appropriate specialists for further investigation

Team and Customer Coordination

Coordinate support priorities, issue ownership, and escalation paths across a distributed support team

Keep customers, colleagues, technical specialists, and leadership informed of findings, business impact, actions, and next steps without waiting to be asked

Tailor technical explanations and updates to engineers, customer technical teams, customer managers, and Adastra leadership

Participate in incident calls and service reviews, communicating resolution estimates and commitments only when confirmed by the accountable owners

Prepare transparent status and operational performance reports, including incident summaries, ticket volumes, service-level agreement (SLA) metrics, and service review materials using Microsoft Word or PowerPoint

Support customer onboarding, service transitions, and knowledge transfer by maintaining practical runbooks, readiness checklists, and communication plans

Share operational knowledge and contribute to mentoring as familiarity with c

📌 N/A (Winnipeg)
🏢 Adastra
📍 Winnipeg