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 clear evidence, findings, and recommended next stepsSupport approved production changes, hotfixes, and workplace 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, routing, and security groupsExperience investigating production incidents using logs and metrics, troubleshooting technical issues, and implementing changes safelyFamiliarity with Git, peer review, change approvals, incident management, service request workflows, and monitoring or alerting toolsFoundational SQL skills and the ability to read and safely modify scripts in at least one language, such as Python, PowerShell, or BashStrong written and verbal English communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiencesExperience providing proactive customer or stakeholder updates and preparing status or performance reports using Microsoft Word or PowerPointAbility to work independently with minimal supervision, take ownership of assigned responsibilities, follow through on commitments, and exercise sound judgment when escalating issuesA commitment to continuous learning, effective documentation,



and balancing operational urgency with safe change practicesWillingness to participate in a compensated after-hours and weekend on-call rotation following onboarding and confirmation of readinessLegal authorization to work in Canada and the ability to work onsite in the Greater Toronto Area two days per weekNICE TO HAVEExperience working for a managed service provider (MSP) or supporting multiple customers and cloud environmentsExperience coordinating incidents, sharing technical knowledge, or mentoring colleaguesFamiliarity with Terraform configurations and infrastructure deployment workflows using GitHub, Azure DevOps, or equivalent toolsExposure to AWS data services such as AWS Glue, Athena, and Lake Formation, or related platforms such as Snowflake and SQL ServerExperience with AWS Lambda, Step Functions, Windows workloads, backup procedures, or other AWS operational servicesFamiliarity with Datadog, PagerDuty, ServiceNow, or equivalent monitoring and incident management toolsExposure to AWS partner processes, the AWS Solution Provider Program (SPP), Ingram Micro, AWS billing dependencies, or cost analysisKnowledge of AWS Cost Explorer, Savings Plans, cloud cost optimization, or FinOps practicesRelevant certifications, such as AWS Certified CloudOps Engineer – Associate, AWS Certified Solutions Architect – Associate, or HashiCorp Certified: Terraform AssociateThe successful candidate will be expected to pursue relevant AWS certifications during their employment with Adastra.

Certification priorities and development goals will be agreed upon with the team based on operational needs and the candidate's experience.ABOUT ADASTRAAdastra is a global leader in AI and data-driven transformation, helping organizations lead with artificial intelligence—responsibly, strategically, and at scale. With over 25 years of experience, Adastra empowers enterprise clients to unlock business value through data innovation, operational excellence, and smart customer engagement.Trusted by some of the world’s most prominent brands, Adastra delivers end-to-end solutions grounded in thoughtful strategy, robust governance, and deep technical expertise. From defining vision to ensuring execution, Adastra guides organizations through every stage of their AI, data and cloud journey—building future-ready capabilities and delivering measurable, lasting impact.Adastra serves clients across key industries including financial services, automotive, manufacturing, technology, media and telecom (TMT), healthcare, retail, and professional services.

The company employs more than 2,000 professionals across North America, Europe, and Asia.WHAT WE OFFEROpportunity for advancement and career progressionCompetitive compensation packageComprehensive advantages planSuccessful referral programThe opportunity to work with one of Canada’s 50 Best Managed CompaniesSatisfaction of working for a reputable companyA flexible, dynamic, and diverse workplaceEQUAL OPPORTUNITY EMPLOYERIn our commitment to promote fair and equitable treatment of all employees and applicants, Adastra Corporation provides equal employment opportunities for all individuals regardless of age, sex, disability, race, ethnic origin, citizenship, creed, sexual orientation, marital status, or any other ground as described in the Ontario Human Rights Code. In addition, accommodation will be provided during the hiring process.

Adastra

Corporation’s implementation and support of employment initiatives encourage diversified labour force participation and equal access to opportunities based on merit and performance.

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