Software Development Engineer II (SDE II) - Finance Tech

Amazon Dev Center India (ADCI) is seeking a customer-focused and agile ITS Support Associate to join our global IT Services (Global Service Desk) unit across virtual hubs in Hyderabad, Bangalore, Chennai, Delhi, and Mumbai. Operating as the primary touchpoint for global technical assistance, this remote role is responsible for diagnosing multi-platform computing issues, managing interactive support streams, and keeping high system availability metrics for corporate employees worldwide.

Key Responsibilities & Scope of Work

• Global Technical Resolution: Field, analyze, and resolve high-volume inbound IT assistance requests received via synchronized web chats, telephone streams, and centralized ticket systems in accordance with standard SLAs.
• Cross-Platform Systems Troubleshooting: Diagnose intricate computing errors across Windows, Mac, and Linux environments; run hardware/software test patches and verify solution adoption with users.
• Case Management & Log Auditing: Maintain an active workload balancing 15 to 25 phone, chat, or ticket cases simultaneously, drafting clear and precise contact history tracking logs.
• SOP & Knowledge Governance: Execute systematic issue resolutions by adhering strictly to corporate Standard Operating Procedures (SOPs) and utilizing cloud-native technical knowledge systems.
• Incident Triage & Outage Escalate: Actively support rapid infrastructure triage paths during live network degradations, collaborating with engineering anchors to minimize corporate runtime down-time.
• Global 24/7 Operations Alignment: Demonstrate strict adherence to rotational shift allocations to ensure seamless workspace engineering coverage across variable APAC, EMEA, and AMER time zones.

Required Qualifications & Technical Stack

• Professional Experience Track: 1 or more years of progressive IT service desk or technical client support experience inside a structured corporate infrastructure setting.
• Core Technical Toolkit: Practical understanding of enterprise OS architectures (Windows, macOS, Linux), distributed hardware installation parameters, and basic network validation procedures.
• Preferred Credentials: Holding active technical certifications such as CompTIA A+, CompTIA Network+, Cisco CCNA, Red Hat Certified System Administrator (RHSA), or foundational AWS cloud accreditations is a strong plus.
• Core Soft Skills: Outstanding verbal and written business communication attributes, strong analytical problem-solving skills under target volumes, high learning agility, and strict punctuality metrics.