AWS Managed Services Lead

Location : Looking for people located in and around Ontario, Canada. About the Role: We are seeking a hands-on Managed Services Lead to operate and continuously improve a cloud-native platform built on AWS and microservices architecture. This role requires strong production operations experience, technical depth, and prior experience leading support-oriented engineering teams. You will own system stability, incident management, automation of triage processes, and operational excellence. Key Responsibilities: •Own production operations for AWS-based microservices platforms •Lead incident triage (P1/P2), root cause analysis, and post-incident reviews •Build and optimize workflows in Jira Service Management (or similar ITSM tools) •Automate ticket routing, triage, and SLA tracking •Perform hands-on debugging using Dynatrace, AWS CloudWatch, logs, and tracing tools •Understand and diagnose issues across application, infrastructure, and networking layers •Mentor and guide junior/intermediate full-stack engineers with a strong support mindset •Improve logging, monitoring, observability, and operational readiness •Design and operate virtual and omni-channel support agents (chat, voice, AI-driven workflows) •Leverage AI/agentic tooling to improve triage, summarization, runbook generation, and operational automation Required Skills & Experience: Mandatory Experience Strong hands-on experience with o AWS (compute, networking, IAM, monitoring) o Microservices architecture o Dynatrace (or equivalent APM) • Proven experience managing or operating support-focused engineering teams • Experience leading production incident response • Deep understanding of distributed systems and cloud-native infrastructure •Experience with Jira Service Management or similar ticketing platforms Ideal Profile •Technically credible and calm under pressure •Strong ownership mentality •Comfortable in logs, dashboards, and light code debugging •Process-driven but pragmatic •Passionate about reliability, automation, and AI-driven operations Soft Skills: •Excellent communication and stakeholder management skills. •Strong analytical and problem-solving mindset. •Ability to mentor junior engineers and foster team cohesion. Why Join Us: •Opportunity to work on cutting-edge projects with modern tech stacks. •Collaborative and innovative team culture. •Growth-oriented environment with continuous learning opportunities.