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AWS Support Engineer

1 week ago

Dublin, Dublin City, Ireland Amazon Full time
About Us
Amazon Web Services (AWS) is a pioneer in cloud technologies, offering a wide range of services and solutions to help businesses succeed. Our Enhanced Support Services organisation provides proactive engagement and incident management to eligible AWS Enterprise Support customers, reducing the potential for failure and accelerating recovery of critical workloads.

About You

You'll be a seasoned Incident Management Engineer with a broad skill set and a proven track record of delivering results. With strong analytical acumen, solid technology experience, and excellent communication skills, you'll be able to effectively work with customers at all levels of their organisation.


About The Role
AWS Support is seeking a Major Incident Manager to join our team. This role requires a strong background in Incident Management and customer ownership, with key responsibilities including:
  • Leading the resolution of large-scale customer impacting incidents
  • Collaborating with Engineering Teams to drive critical, complex customer escalations
  • Providing critical incident response/management for customer's critical workloads
  • Conducting continuous real-time proactive monitoring of customer metrics
  • Maintaining effective communications during high-impact events
  • Collaborating with key stakeholders across AWS to enhance the customer experience
  • Developing and maintaining documentation; influencing new standard operating procedures
  • Mentoring peers in your areas of technical and operational expertise