About the Role
Amazon Web Services (AWS) is carrying on the tradition of excellence while leading the world in cloud technologies. The AWS Incident Detection and Response team, part of the ASPIRE organization within AWS Support, is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and accelerate recovery of critical workloads from disruption.
The incident monitoring team works 24x7 to detect critical alarms and engage customers on a call bridge within 5 minutes.
Core work hours are 9am-5pm AEST with some weekends and public holidays required as part of a follow‐the‐sun schedule.
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. They will be a self‐starter, able to execute at both tactical and strategic levels, and will bring a passion for creating a world‐class customer experience.
Key Responsibilities
* Drive the resolution of large‐scale customer‐impacting incidents as part of a team rotation.
* Drive critical, complex customer escalations in technically challenging situations in collaboration with Engineering Teams.
* Lead critical incident response/management, including leading calls with internal/external participants for customers' critical workloads.
* Contribute to Problem Records for customers.
* Conduct continuous real‐time proactive monitoring of customer metrics.
* Prioritize, manage, and own emerging and developing customer issues from start to finish.
* Monitor and manage communications during high‐impact events via relevant channels.
* Collaborate with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence.
* Lead projects and teams to drive operational improvements.
* Create and review documentation; design/influence new standard operating procedures.
* Identify and troubleshoot recurring platform issues and own projects to drive improvements.
* Mentor peers in technical and operational strengths.
* Perform other duties as required by the organization.
Basic Qualifications
* Business‐level Spanish and English, verbal and written.
* 3+ years demonstrable Major Incident / Problem Manager experience for organizations that run mission‐critical applications.
* 5+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role.
* Bachelor's degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience).
* Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s).
Preferred Qualifications
* Industry‐specific accredited certification(s) such as the AWS Associate level certifications.
* Knowledge of ITIL/Lean Processes.
* Ability to work in ambiguous environments.
* Demonstrated critical thinking and logical problem‐solving skills.
* Experience driving collaborative projects from conception to delivery.
* Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter‐dependencies.
* Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real‐time decision making.
EEO Statement
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit the Amazon accommodations page for more information.
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