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Escalation Management Team Leader

2 weeks ago

Dublin, Dublin City, Ireland Amazon Full time

About AWS

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Amazon Web Services (AWS) is a leader in cloud technology, committed to providing innovative solutions that meet the evolving needs of our customers. Our Enhanced Support Services (ES2) team plays a crucial role in supporting internal customers by resolving critical issues and collaborating with various AWS teams to improve the overall customer experience.

About the Role

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This position is part of the Escalation Management team within ES2. Key responsibilities include:

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  • Collaborating with Engineering Teams to drive critical customer escalations;">
  • Providing timely and clear communication on work items to relevant stakeholders;">
  • Broadening understanding of AWS services to improve customer experience and operational excellence;">
  • Facilitating post-incident reviews to implement corrective actions and identify improvement opportunities;">
  • Designing, building, or collaborating on solutions using automation and self-repair.">

Qualifications

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To succeed in this role, you should possess:

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  • At least 5 years of experience in Support Engineering, Customer Escalations, or similar IT roles;">
  • 2+ years of experience in technical operations or support focused on cloud infrastructure;">
  • Demonstrated knowledge and proficiency with AWS Services;">
  • A tertiary qualification or Bachelor's Degree in a related field, or 6+ years of relevant work experience;">
  • Openness to working alternative hours, including some weekends and holidays.">

PREFERRED QUALIFICATIONS

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The ideal candidate will have:

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  • Excellent written and oral English communication skills;">
  • Industry-specific accredited certification(s) such as AWS Associate level;">
  • Familiarity with Cloud services focused on high availability and fault tolerance;">
  • Experience with data manipulation and/or automation;">
  • Knowledge of ITIL/Lean Processes;">
  • Effective prioritization and time management skills;">
  • Ability to work in ambiguous environments;">
  • Ability to lead change and drive operational excellence improvement initiatives.">