Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies. The AWS Incident Detection and Response team is part of the ASPIRE organization within AWS Support, and is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and accelerate recovery of critical workloads from disruption. We achieve these objectives by working closely with customers to develop runbooks and response plans customized to the context of each workload onboarded to the service. Onboarded workloads are monitored 24×7 by a team of Incident Management Engineers (IMEs) to detect and engage customers on a call bridge within 5 minutes of a critical alarm.
About You
Incident Management Engineers have a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, strategic account ownership and a propensity to dive deep to solve complex problems. You will also have a passion for creating and providing a world-class experience for our customers. The candidate must understand the competitive and industry landscape and must have the leadership presence and communication skills to effectively work with customers at all levels of their organization. You must be a self-starter and able to execute at both a tactical and strategic level – with a strong attention to detail. This is a global role that requires excellent written and verbal communication skills and a passion and desire for leading the resolution of critical incidents. Your decisions are not only fundamental to helping protect our most critical customers but will help maintain the health of AWS customers worldwide. Finally, you are passionate about technology with a desire to learn more and do more with AWS.
About The Role
AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for an Incident Management Engineer to join our team to provide incident response and account ownership. In this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement and incident management for our customers.
As a follow-the-sun organization, IMEs work the core hours of 8 am - 4 pm GMT+1. Successful applicants will be required to work some weekends (Sunday to Thursday, or Tuesday to Saturday), and public holidays.
Key job responsibilities
Drive the resolution of large scale customer impacting incidents as part of a team rotation
Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams
Provide critical incident response/management (including leading calls with internal and external participants) for customer’s critical workloads
Contribute to Problem Records for customers
Conduct continuous real-time proactive monitoring of customer metrics
Prioritize, manage, and own emerging and developing customer issues from start to finish
Monitor and manage communications during high impact events via relevant channels
Collaborate with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
Lead projects and teams to drive operational improvements
Create and review documentation; design and influence new standard operating procedures
Identify and troubleshoot recurring platform issues and own projects to drive improvements
Mentor peers in your areas of technical and operational strength
Perform other duties as required by the organization
Basic Qualifications
Bachelor's degree in computer science or equivalent, or experience in technical support
Experience in network and operating system support
Experience with database administration
Experience in information security and compliance
Experience with continuous integration and continuous delivery
Experience in software development with object-oriented language
Preferred Qualifications
Bachelor's degree
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit our accommodations page for more information.
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