VP, AWS Support

What you'll do

• Lead the strategy, architecture, and operations for 24x7 Tier 1 and Tier 2 production support for the AWS landing zone.
• Manage inbound ticket triage across Jira and ServiceNow while ensuring clear SLAs and structured escalation paths.
• Oversee account, IAM, and access-request fulfillment by continuously automating repeatable requests into self-service paths.
• Direct change-management execution, including change-window planning, execution, and partnership with the enterprise change function.
• Command major production cloud incidents and lead blameless post-incident reviews to drive platform and monitoring improvements.
• Embed agentic AI capabilities into support functions for automated ticket triage, runbook generation, and conversational self-service.
• Recruit, mentor, and manage a globally distributed team of senior cloud engineers across the US and India.
• Act as a player-coach by contributing directly to Terraform code, design reviews, and 24x7 on-call rotations.

What we're looking for

• 10+ years of progressive technical experience including 5+ years in cloud infrastructure or platform engineering leadership.
• Bachelor's degree in Computer Science, Engineering, or a related discipline (or equivalent work experience).
• 5+ years of hands-on production AWS experience in a multi-account landing zone with 4+ years authoring production Terraform.
• 3+ years of experience as a direct people manager of engineering teams of 5+ engineers.
• 5+ years of experience leading and participating in 24x7 production on-call rotations in a regulated environment (financial services preferred).
• 3+ years of experience leading a 24x7 Tier 1 / Tier 2 cloud operations or support function at enterprise scale.
• Master's degree in Computer Science, Engineering, or an MBA (preferred).
• Experience integrating agentic AI / GenAI tooling into platform, IaC, and engineering practice (preferred).