3/9/2025 A) Incident Management Engineer, AWS Incident Detection and Response
2 weeks ago
DESCRIPTION
ABOUT US
Amazon has built a reputation for excellence with a mission to be the earth's most customer-centric company. 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 Enhanced Support Services (ES2) organization within AWS Support, dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and to 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 24x7 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/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 fundamental to helping protect our most critical customers and 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 a Major Incident Manager 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.
Key job responsibilities
1. Drive the resolution of large-scale customer impacting incidents as part of a team rotation.
2. Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
3. Provide critical incident response/management (including leading calls with internal/external participants) for customer's critical workloads.
4. Contribute to Problem Records for customers.
5. Conduct continuous real-time proactive monitoring of customer metrics.
6. Prioritize, manage, and own emerging and developing customer issues from start to finish.
7. Monitor and manage communications during high impact events via relevant channels.
8. Collaborate with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence.
9. Lead projects and virtual teams to drive operational improvements.
10. Create and review documentation; design/influence new standard operating procedures.
11. Identify and troubleshoot recurring platform issues and own projects to drive improvements.
12. Mentor peers in your areas of technical and operational strength.
13. Perform other duties as required by the organization.
BASIC QUALIFICATIONS
1. 1+ year of experience in a similar role.
2. 2+ years of virtualization, orchestration, and cloud computing (e.g., Hypervisors, VMware, Xen) experience.
3. 1+ year of network and operating system support experience.
4. Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
PREFERRED QUALIFICATIONS
1. Experience creating or designing cloud application architectures with a focus on high availability and fault tolerance.
2. Experience with data manipulation and/or automation using Python, JavaScript, or shell scripting.
3. Effective prioritization and time management skills and an ability to work in ambiguous environments.
4. Demonstrated critical thinking and logical problem-solving skills.
5. Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies.
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.
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