Signet Jewelers

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

Senior Production Support Engineer – AWS Operations Lead

Locations: Akron, OH or Dallas, TX (Open to remote)

POSITION SUMMARY:

We are seeking a versatile, hands-on Senior Production Support Engineer with deep AWS expertise to strengthen and improve our production support operations. This role focuses on enhancing incident response, optimizing support processes, and driving continuous improvement to reduce repetitive issues and improve service stability.

This role is not responsible for architecting AWS solutions but will play a key operational leadership role—improving support operations and ensuring production readiness.

The position also requires strong experience in working with and guiding offshore support teams, ensuring seamless collaboration, knowledge sharing, and 24/7 support coverage.

RESPONSIBILITIES:

• Triage, troubleshoot, and resolve production incidents across AWS services (EC2, S3, RDS, Lambda, CloudWatch, etc.).
• Lead root cause analyses and drive long-term fixes to prevent recurrence of issues.
• Enhance and optimize production support processes, driving improvements in response times, resolution accuracy, and service restoration.
• Oversee and approve code reviews for production support hot fixes and small enhancements, ensuring quality and safety in production deployments.
• Identify and implement operational improvements, such as enhancing monitoring/alerting, updating runbooks, and streamlining escalation paths.
• Mentor and lead offshore support team members, building technical depth, ownership, and operational excellence across the team.
• Automate routine support tasks to boost efficiency and reduce manual intervention.
• Collaborate closely with architecture and development teams, providing operational feedback and ensuring production readiness.
• Participate in the on-call rotation and lead incident response when required.

POSITION QUALIFICATIONS:

• 5+ years of experience in production support, DevOps, or operations roles with hands-on AWS troubleshooting experience.
• Experience working with and leading offshore teams, with strong collaboration and cross-cultural communication skills.
• Solid understanding of cloud operational best practices (resilience, monitoring, cost management).
• Strong experience with code review processes and maintaining quality for hot fixes and small enhancements.
• Automation/scripting experience (Python, Bash, etc.).
• Strong troubleshooting, problem-solving, and continuous improvement mindset.
• Excellent communicator with team leadership and mentoring experience.
• Nice to Have:
• AWS certifications (SysOps, Solutions Architect, DevOps Engineer).
• Familiarity with monitoring/alerting tools (CloudWatch, Datadog, Splunk).
• ITIL certification and/or agile delivery experience.

BENEFITS & PERKS:

• Competitive healthcare, dental & vision insurance
• 401(k) matching after one year of employment
• Generous time off + company holidays
• Merchandise discount
• Learning & Development programs
• Much more!