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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 clear 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 customer environments develops

Required Qualifications and Experience

• At least 4 years of experience in production cloud operations, technical support, infrastructure operations, or a comparable technical role
• Hands-on experience supporting AWS production environments, particularly IAM, EC2, S3, and CloudWatch
• Working knowledge of networking fundamentals, including connectivity, routing, and security groups
• Experience investigating production incidents using logs and metrics, troubleshooting technical issues, and implementing changes safely
• Familiarity with Git, peer review, change approvals, incident management, service request workflows, and monitoring or alerting tools
• Foundational SQL skills and the ability to read and safely modify scripts in at least one language, such as Python, PowerShell, or Bash
• Strong written and verbal English communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences
• Experience providing proactive customer or stakeholder updates and preparing status or performance reports using Microsoft Word or PowerPoint
• Ability to work independently with minimal supervision, take ownership of assigned responsibilities, follow through on commitments, and exercise sound judgment when escalating issues
• A commitment to continuous learning, effective documentation, and balancing operational urgency with safe change practices
• Willingness to participate in a compensated after-hours and weekend on-call rotation following onboarding and confirmation of readiness
• Legal authorization to work in Canada and the ability to work onsite in the Greater Toronto Area two days per week

NICE TO HAVE

• Experience working for a managed service provider (MSP) or supporting multiple customers and cloud environments
• Experience coordinating incidents, sharing technical knowledge, or mentoring colleagues
• Familiarity with Terraform configurations and infrastructure deployment workflows using GitHub, Azure DevOps, or equivalent tools
• Exposure to AWS data services such as AWS Glue, Athena, and Lake Formation, or related platforms such as Snowflake and SQL Server
• Experience with AWS Lambda, Step Functions, Windows workloads, backup procedures, or other AWS operational services
• Familiarity with Datadog, PagerDuty, ServiceNow, or equivalent monitoring and incident management tools
• Exposure to AWS partner processes, the AWS Solution Provider Program (SPP), Ingram Micro, AWS billing dependencies, or cost analysis
• Knowledge of AWS Cost Explorer, Savings Plans, cloud cost optimization, or FinOps practices
• Relevant certifications, such as AWS Certified CloudOps Engineer – Associate, AWS Certified Solutions Architect – Associate, or HashiCorp Certified: Terraform Associate

The 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 ADASTRA

Adastra 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 OFFER

• Opportunity for advancement and career progression
• Competitive compensation package
• Comprehensive benefits plan
• Successful referral program
• The opportunity to work with one of Canada’s 50 Best Managed Companies
• Satisfaction of working for a reputable company
• A flexible, dynamic, and diverse workplace

EQUAL OPPORTUNITY EMPLOYER

In 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.

AI Usage - Our hiring process includes the use of AI-enabled tools to screen applications (e.g., keyword matching, qualification ranking). A human recruiter reviews all AI-generated shortlists to make informed hiring decisions.

There has been an increased instance of fraudulent job offers coming from people posing as Adastra HR employees. Please note that Adastra will never request fees as part of our recruiting process and any emails sent to you that are not from ‘@adastragrp.com’ or ‘@talent.icims.com’ are fraudulent. All employment offers are sent via DocuSign and if you receive an employment offer from a suspicious email and not via DocuSign, it is fraudulent.

Contact careers@adastragrp.com to inquire about jobs at Adastra, to report a suspicious request for money or personal information from external websites or suspicious employment offers.