Incident Management Engineer, AWS Incident Detection and Response
3 weeks ago
Job ID: 2882806 | Amazon Web Services EMEA SARL (Irish Branch)
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.
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, and strategic account ownership. You must be a self-starter with a strong attention to detail and excellent communication skills.
ABOUT THE ROLE
AWS Support is looking for a Major Incident Manager 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
Every day will bring new challenges that include elements of:
1. Drive the resolution of large-scale customer impacting incidents as part of a team rotation.
2. Drive critical, complex customer escalations in collaboration with Engineering Teams.
3. Provide critical incident response/management for customer's critical workloads.
4. Conduct continuous real-time proactive monitoring of customer metrics.
5. Prioritize, manage, and own emerging and developing customer issues from start to finish.
6. Monitor and manage communications during high impact events.
7. Collaborate with key stakeholders across AWS to improve the customer experience.
8. Lead projects and virtual teams to drive operational improvements.
9. Create and review documentation; design/influence new standard operating procedures.
10. Identify and troubleshoot recurring platform issues and own projects to drive improvements.
11. Mentor peers in your areas of technical and operational strength.
12. Perform other duties as required by the organization.
Please note that while this role is open to applicants in Dublin, IMEs work core hours of 7am to 3pm GMT or 8am to 4pm GMT+1. Successful applicants will be required to work some weekends and public holidays.
BASIC QUALIFICATIONS
- 1+ year of experience in a similar role.
- 2+ years of virtualization, orchestration and cloud computing experience.
- 1+ year of network and operating system support experience.
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
PREFERRED QUALIFICATIONS
- Experience creating or designing cloud application architectures.
- Experience with data manipulation and/or automation using Python, JavaScript or shell scripting.
- Effective prioritization and time management skills.
- Demonstrated critical thinking and logical problem solving skills.
- Familiarity operating or designing distributed architectures.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success.
Posted: October 18, 2024 (Updated 24 minutes ago)
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