Job Summary
EXL is looking for a skilled Managed Service Engineer with strong experience in DevOps practices, AWS cloud services, infrastructure monitoring, automation, incident management, and production support. The candidate will be responsible for maintaining cloud environments, supporting CI/CD pipelines, managing incidents, ensuring system reliability, and driving operational excellence for managed service engagements.
The role requires hands-on technical expertise, strong troubleshooting skills, and the ability to work with cross-functional teams to ensure high availability, performance, and security of cloud-based platforms
ResponsibilitiesManaged Services & Production Support
- Provide day-to-day support for cloud infrastructure, applications, and data platforms.
- Monitor system health, availability, performance, and security alerts.
- Handle incidents, service requests, change requests, and problem management.
- Perform root cause analysis for recurring issues and drive permanent fixes.
- Ensure adherence to SLA, OLA, and operational support processes.
- Maintain runbooks, SOPs, knowledge articles, and support documentation.
DevOps Engineering
- Manage and support CI/CD pipelines for application and infrastructure deployments.
- Automate repetitive operational tasks using scripts and DevOps tools.
- Support build, release, and deployment activities across environments.
- Work with development teams to troubleshoot deployment and environment issues.
- Implement infrastructure automation using Infrastructure as Code practices.
AWS Cloud Operations
- Manage and support AWS services such as:
- EC2
- S3
- IAM
- VPC
- Lambda
- RDS
- CloudWatch
- CloudTrail
- ELB / ALB
- Auto Scaling
- ECS / EKS, if applicable
- Monitor AWS resource utilization and recommend optimization opportunities.
- Support backup, recovery, patching, access management, and cloud security activities.
- Assist in cloud cost optimization and operational governance.
Monitoring, Incident & Problem Management
- Configure and manage monitoring dashboards, alerts, and logs.
- Respond to alerts and incidents based on defined severity levels.
- Coordinate with application, infrastructure, security, and business teams during outages.
- Perform proactive health checks and preventive maintenance.
- Support post-incident reviews and implement corrective actions.
Security & Compliance
- Follow cloud security best practices for access, network, and data protection.
- Support IAM role management, key rotation, vulnerability remediation, and audit requests.
- Ensure compliance with organizational security and change management policies.
Assist in maintaining operational readiness for audits and compliance reviews
QualificationsRequired Technical Skills
- Strong hands-on experience with AWS cloud services.
- Good understanding of DevOps tools and CI/CD pipelines.
- Experience with tools such as:
- Jenkins / GitHub Actions / GitLab CI / Azure DevOps
- Git / Bitbucket
- Terraform / CloudFormation
- Docker / Kubernetes
- Ansible, if applicable
- Knowledge of Linux/Unix administration and shell scripting.
- Experience with monitoring and logging tools such as:
- AWS CloudWatch
- Splunk
- Datadog
- Grafana / Prometheus
- ELK Stack
- Good understanding of networking concepts such as VPC, subnets, routing, security groups, load balancers, and DNS.
- Familiarity with ITSM tools such as ServiceNow, Jira, or similar platforms.
- Basic understanding of security, backup, disaster recovery, and cloud governance.
Required Experience
- 3 to 8 years of experience in IT operations, cloud support, DevOps, or managed services.
- Minimum 2+ years of hands-on AWS experience.
- Experience working in production support or managed service environments.
- Experience handling incidents, service requests, and change management.
- Exposure to 24x7 support models, shift operations, or on-call support is preferred
Skills Required
- Manage customer engagement and liaise with client engagement managers
- Application support: ticket handling, on-call rotation, incident triage, assignment, resolution, monitoring, weekly status and SLA reporting
- Incident and problem management including root cause analysis and permanent fixes
- Build and maintain application monitoring, optimization and utilization
- Lead support team to meet SLAs, prioritize, resource, schedule, and ensure QA
- Communicate with stakeholders about delays or SLA breaches
- Maintain defect management and incident resolution processes; run weekly incident/bug review meetings
- Perform custom ad-hoc data analysis and reporting; support weekly and monthly customer report processing
- Experience working in Agile methodologies
- Manage process improvements and review operational metrics
- Follow SDLC standards, source code management, and release management procedures
- Mentor offshore team members in process and delivery
- Code management experience with GitHub, Azure DevOps or similar
- Working knowledge of AWS services such as Glue, Athena, Lambda
- Experience with ETL processes and tools
- DevOps practices: infrastructure as code, continuous integration, automated deployment
- Experience with Python and big data frameworks (Spark, Hadoop, Hive) or similar
- PySpark (preferred)
- SQL development experience: queries, stored procedures, functions, views
- Performance tuning and architecture design with Data Warehouse Architects
- Data warehouse development experience on single (SQL Server, Oracle) and parallel platforms (AWS Redshift)
- Graduate in Computer Science, Data Science, or related field
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
