Overview
AWS SUPPORT LEADPOSITION SUMMARYAdastra 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, CanadaWork Model:
Hybrid – 2 days onsite per weekEmployment Type:
Permanent Full-TimeRESPONSIBILITIESAWS Operations and Incident ManagementCoordinate incident triage and service requests, assess business impact and urgency, and take ownership of assigned investigations through resolution or documented handoffTroubleshoot production issues using logs, metrics, monitoring tools, and relevant diagnostic informationEscalate issues to the appropriate technical specialists with transparent evidence, findings, and recommended next stepsSupport approved production changes, hotfixes, and environment promotions using established Git workflows and change controlsValidate changes, follow rollback procedures, maintain accurate records, and contribute to incident reviews and improvements that prevent recurring issuesMaintain clear handoffs across distributed teams, documenting the current impact, actions taken, next steps,



and accountable ownersHands-On AWS Cloud OperationsOperate and troubleshoot AWS environments across identity and access management, networking, compute, storage, security, monitoring, backup, and data servicesSupport AWS Organizations, Control Tower, IAM, and IAM Identity Center, including single sign-on (SSO), multi-factor authentication (MFA), permission sets, and production accessSupport Amazon EC2, including Windows and SQL Server workloads, Amazon S3, Amazon EBS, AWS Systems Manager, AWS Lambda, Step Functions, EventBridge, CloudWatch, CloudTrail, and Security HubAssess operational risks, security posture, backup approaches, cost considerations, and production readiness, and recommend practical improvementsInfrastructure as Code, Automation and MonitoringSupport existing infrastructure configurations and reviewed deployment workflows, developing proficiency in Terraform or equivalent tools with guidance from designated specialistsAutomate operational tasks using Python, PowerShell, or BashConfigure and improve monitoring using Datadog, Amazon CloudWatch, or equivalent tools, including dashboards, alerts, log pipelines, and certificate trackingSupport integrations between monitoring and incident management tools, including PagerDuty and ServiceNowImprove operational runbooks, monitoring coverage,



and alert quality to reduce recurring incidents and manual effortCloud Data Platform SupportConduct initial investigations of data pipelines and scheduled jobs by reviewing execution status, logs, access failures, and dependenciesUse SQL fundamentals to validate data and investigate operational symptoms within approved accessDistinguish between infrastructure, access, pipeline, and data-related issues, engaging the appropriate specialists for further investigationTeam and Customer CoordinationCoordinate support priorities, issue ownership, and escalation paths across a distributed support teamKeep customers, colleagues, technical specialists, and leadership informed of findings, business impact, actions, and next steps without waiting to be askedTailor technical explanations and updates to engineers, customer technical teams, customer managers, and Adastra leadershipParticipate in incident calls and service reviews, communicating resolution estimates and commitments only when confirmed by the accountable ownersPrepare clear status and operational performance reports, including incident summaries, ticket volumes, service-level agreement (SLA) metrics, and service review materials using Microsoft Word or PowerPointSupport customer onboarding, service transitions, and knowledge transfer by maintaining practical runbooks, readiness checklists, and communication plansShare operational knowledge and contribute to mentoring as familiarity with customer environments developsRequired Qualifications and ExperienceAt least 4 years of experience in production cloud operations, technical support, infrastructure operations, or a comparable technical roleHands-on experience supporting AWS production environments, particularly IAM, EC2, S3, and CloudWatchWorking knowledge of networking fundamentals, including connectivity,

📌 Aws Cloud Support Engineer (Winnipeg)
🏢 Adastra
📍 Winnipeg