AWS Support Engineer

Managed Services Operations

Home based with occasional travel to Idox offices.

About the roleWe are seeking a skilled AWS Support Engineer to deliver reliable, day to day operational support for our AWS hosted platforms. The role focuses on operational stability, incident response, controlled change and compliance, ensuring services meet agreed SLAs, resilience objectives and security requirements.The position sits within the UK Managed Services function and works closely with global teams to provide local operational ownership, service continuity and customer assurance.We’re passionate about helping our people grow. From day one, you’ll have access to mentoring and support from experienced colleagues who want to see you succeed. Whether it’s building new technical skills, exploring leadership opportunities, or shaping the next step in your career, we’ll give you the tools and encouragement to get there. This position recognises the strengths you bring today while providing clear opportunities to expand your impact as you progress.Key responsibilities:

AWS Operations

• Operate and support production AWS environments supporting customer systems within the managed services operational team.
• Perform routine operational tasks including patching, upgrades, backups, certificate renewals, capacity housekeeping and scheduled maintenance.
• Ensure platforms remain secure, available and supportable in line with internal standards.
• Support the team with on-call rota escalations.

Incident & Problem Management

• Act as a primary responder within the team for operational AWS‑related incidents.
• Triage, mitigate, and restore service within agreed SLAs.
• Produce incident reports and root cause analysis, owning follow‑up actions to prevent recurrence.

Monitoring & Runbooks

• Maintain and improve monitoring and alerting for AWS centric services.
• Create, maintain and execute operational runbooks for common service scenarios.
• Ensure alerts are actionable and correctly routed across UK and Pune teams.

Change & Release Support

• Execute approved infrastructure and platform changes safely and consistently.
• Support releases from an operational readiness perspective, including validation and rollback planning.
• Participate in change reviews, highlighting operational risk and mitigation.

Security, Compliance & Assurance

• Operate AWS services in line with Idox security policies and managed service requirements.
• Ensure systems meet security and internal governance standards, including data encryption, access controls and logging.
• Collaborate with the security operations team to conduct regular security audits and vulnerability assessments, implementing remediation as needed.
• Enforce best practices in AWS identity and access management (IAM).

Collaboration & Communication:

• Work closely with internal teams to understand application requirements and provide infrastructure solutions
• Advocate for best practices in infrastructure management and cloud operations
• Communicate clearly with stakeholders, providing updates on system performance, incidents and project status.

Service Ownership

• Provide operational ownership for assigned cloud-based services and assist with on-call team escalations as required.
• Contribute to service reviews with clear operational updates and improvement recommendations.
• Support Managed Services leadership with service health and stability insights.

Skills & Qualifications:

• Hands‑on experience supporting and managing AWS production environments.
• Good understanding of AWS services (EC2, S3, RDS, Elasticache, EKS, VPC, etc.)
• 3+ years of experience as a DevOps Engineer, Systems Administrator, or in a similar role.
• Experience with infrastructure as code (IaC) tools like Terraform, CloudFormation or Ansible.
• Strong incident management and troubleshooting experience.
• Good Linux and networking fundamentals.
• Experience with containerization and orchestration (Docker, Kubernetes).
• Knowledge of networking, security principles, and best practices in a cloud environment.
• Familiarity with monitoring and logging tools (Prometheus, Grafana, Loki, CloudWatch, PRTG).
• Experience working with SLAs, runbooks and service‑based delivery models.
• Clear communication skills, particularly during customer‑impacting incidents.

To be successful, you should bring:

· Strong problem-solving skills with a focus on root cause analysis

· Excellent communication and collaboration abilities

· Ability to work in a fast-paced, 24/7 production environment

· Passion for continuous learning and improvement.

· Experience working in multi‑location or follow‑the‑sun teams.

· Exposure to audit or compliance‑driven operations.

About Idox

Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments. Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more.

We employ 700+ staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.

Application question(s):

• Salary expectations?

Work authorisation:

• United Kingdom (preferred)

Work Location: Hybrid remote in Woking GU21 5SB