Cloud Incident Response Specialist
5 days ago
At Amazon, we're on a mission to be the earth's most customer-centric company. As part of our cloud technologies division, AWS, we're leading the way in cloud innovation. Our Enhanced Support Services organisation within AWS Support is dedicated to providing proactive engagement and incident management to reduce potential failures and accelerate recovery of critical workloads.
About You
As an Incident Management Engineer, you'll possess a broad skill set with demonstrated career progression and a proven track record of delivering results. Your strong analytical acumen, solid technology experience, superb business judgment, and communication skills will enable you to effectively work with customers at all levels of their organisation.
About The Role
AWS Support is seeking a leader with a strong background in Incident Management and customer ownership. We're looking for a Major Incident Manager to join our team to provide incident response and account ownership. Key responsibilities include:
- Driving the resolution of large-scale customer impacting incidents as part of a team rotation
- Driving critical, complex customer escalations in collaboration with Engineering Teams
- Providing critical incident response/management for customer's critical workloads
- Conducting continuous real-time proactive monitoring of customer metrics
- Maintaining communications during high-impact events
- Collaborating with key stakeholders across AWS to improve the customer experience
- Creating and reviewing documentation; designing/influencing new standard operating procedures
- Mentoring peers in your areas of technical and operational strength
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