HIHope you are doing well!I have an urgent requirement with one of my clients. Please find the job details below and forward me your updated resume along with your contact details ajeet@realtekconsulting.netJob Title: AWS Service Delivery Manager (Production Support)Location: Pittsburgh, PA (Hybrid) Employment Type: C2C / Contract
Job Summary
We are seeking an experienced AWS Service Delivery Manager for a Hybrid C2C Contract opportunity in Pittsburgh, PA. The ideal candidate will have extensive experience managing AWS Cloud Managed Services, Production Support, IT Service Management, and enterprise cloud operations.
This role requires a strong leader with hands-on experience overseeing 24x7 production support, managing cloud operations, ensuring SLA compliance, leading incident and problem management, and driving continuous service improvements across AWS environments.
The AWS Service Delivery Manager will act as the primary liaison between business stakeholders, customers, and technical teams while ensuring operational excellence and high customer satisfaction.
Key Responsibilities
- AWS Service Delivery
- Lead end-to-end delivery of AWS Managed Services for enterprise clients.
- Ensure all service commitments, SLAs, KPIs, and operational objectives are consistently achieved.
- Own service delivery governance, customer engagement, and operational excellence initiatives.
- Manage service transition, onboarding, and steady-state operations.
- Drive continuous service improvement and operational maturity.
- Production Support
- Lead 24x7 Production Support operations for business-critical AWS applications and cloud infrastructure.
- Manage Major Incident (P1/P2), Problem, Change, and Release Management processes.
- Drive incident triage, war-room coordination, and executive communication during critical production outages.
- Perform Root Cause Analysis (RCA) and implement preventive measures for recurring issues.
- Ensure production stability, high availability, and optimal system performance.
- Coordinate planned maintenance activities and production deployments with minimal business impact.
- Manage production support teams across onsite and offshore delivery models.AWS Cloud Operations
- Oversee daily operations and support for AWS cloud infrastructure.
- Manage AWS services including:
- Amazon EC2Amazon S3Amazon RDSAWS Lambda
- Amazon ECS/EKSAmazon Cloud
- Watch
- IAMVPCRoute 53AWS Backup
- Elastic Load Balancer (ELB)
- Monitor cloud infrastructure health, availability, capacity, and cost optimization.
- Ensure cloud environments are secure, resilient, and highly available.
- Incident, Problem & Change Management
- Lead Major Incident Management following ITIL best practices.
- Coordinate cross-functional technical teams during production incidents.
- Drive RCA sessions and ensure corrective and preventive actions are implemented.
- Manage Change Advisory Board (CAB) activities and release approvals.
- Monitor incident trends and recommend long-term service improvements.
- Customer & Stakeholder Management
- Act as the primary customer-facing contact for service delivery and production operations.
- Conduct regular service review meetings with business stakeholders.
- Present operational dashboards, SLA reports, incident metrics, and service improvement plans.
- Build trusted relationships with customers, business leaders, and technical teams.
- Team Leadership
- Lead and mentor Cloud Operations, DevOps, SRE, Infrastructure, and Production Support teams.
- Manage onsite and offshore delivery teams.
- Allocate resources and ensure effective workload distribution.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Service Governance
- Track and report:SLA Compliance
- KPI Metrics
- Incident Trends
- MTTR (Mean Time to Resolution)
- MTBF (Mean Time Between Failures)
- Service Availability
- Drive operational reviews and governance meetings.
- Ensure compliance with organizational policies, security standards, and ITIL processes.
- DevOps & Automation
- Collaborate with DevOps teams to automate operational processes.
- Support CI/CD pipeline improvements and cloud automation initiatives.
- Drive Infrastructure as Code (IaC) adoption using Terraform or Cloud
- Formation.
- Promote proactive monitoring and self-healing capabilities.
- Reporting & Documentation
- Prepare executive dashboards and operational reports.
- Maintain runbooks, SOPs, knowledge articles, and operational documentation.
- Support audit, compliance, and governance activities.
- Maintain accurate service documentation and operational procedures.
- Required Skills &
Qualifications
- 10+ years of IT experience with 5+ years in AWS Service Delivery and Production Support Management.
- Proven experience managing 24x7 Production Support in enterprise environments.
- Strong hands-on experience with AWS Cloud services including:EC2S3RDSIAMLambda
- VPCECSEKSRoute 53Cloud
- Watch
- AWS Backup
- Strong knowledge of:
- Incident Management
- Problem Management
- Change Management
- Release Management
- Service Transition
- Production Support Operations
- Hands-on experience managing:P1/P2 Critical Incidents
- RCACABProduction Deployments
- Service Monitoring
- Strong understanding of ITIL Service Management framework.
- Experience leading global onsite/offshore support teams.
- Excellent customer-facing communication and stakeholder management skills.
Preferred Skills
- AWS Certified Solutions Architect
- Associate or Professional.AWS Certified Sys
- Ops Administrator.ITIL Foundation or ITIL Intermediate Certification.
- Experience with:
- Terraform
- Cloud
- Formation
- Kubernetes
- Docker
- Jenkins
- Git
- CI/CD Pipelines
- Monitoring tools such as:
- Amazon Cloud
- Watch
- Splunk
- Datadog
- Grafana
- Dynatrace
- Experience in cloud migration, modernization, and managed services engagements.
- Soft
Skills
- Strong leadership and people management skills.
- Excellent communication and presentation abilities.
- Strong customer engagement and relationship management skills.
- Proven analytical and problem-solving capabilities.
- Ability to work effectively under pressure during critical production incidents.
- Strong organizational and multitasking skills.
- Commitment to operational excellence and continuous service improvement.
- Feel free to let me know if you have any questions.
