Incident Management Engineer (Portuguese/English bilingual), Incident Detection and Response
Job ID: 10443072 | Amazon Web Services Australia Pty Ltd
Amazon Web Services (AWS) is a global cloud technology leader, dedicated to delivering customer‐centric services and support. The Incident Detection and Response team within AWS Support focuses on proactive engagement and incident management for AWS Enterprise Support customers.
About the Role
We are looking for an Incident Management Engineer to lead incident response and account ownership for critical customer workloads. The role involves 24×7 operational support, communication with customers, and collaboration with internal teams to resolve large‐scale incidents.
Key Job Responsibilities
* Drive resolution of large‐scale customer‐impacting incidents as part of a core‐hour rotation.
* Lead critical, technically challenging escalations in collaboration with Engineering Teams.
* Lead incident response calls with internal and external participants for customers' critical workloads.
* Contribute to Problem Records and continuous proactive monitoring of customer metrics.
* Prioritize, manage, and own emerging and developing customer issues from start to finish.
* Manage communications during high‐impact events via relevant channels.
* Collaborate with stakeholders across AWS to improve customer experience and operational excellence.
* Lead projects and teams to drive operational improvements.
* Create and review documentation; design and influence new standard operating procedures.
* Identify and troubleshoot recurring platform issues and own projects to drive improvements.
* Mentor peers in technical and operational strength areas.
* Perform other duties as required by the organization.
About You
Incident Management Engineers possess strong analytical acumen, solid technology experience, and strategic account ownership. The ideal candidate is self‐starter, detail‐oriented, and capable of tactical and strategic execution. Strong written and verbal communication skills, leadership presence, and the ability to work with customers at all levels are essential.
Basic Qualifications
* Business‐level Portuguese 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 related field (or 6+ years of relevant work experience).
* Professional oral and written communication skills, presenting to executive audiences.
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 with operating or designing distributed architectures and correlating system behaviors due to inter‐dependencies.
* Ability to review complex technical details regarding ongoing issues and convey key details to senior stakeholders to facilitate real‐time decision making.
Schedule
Follow‐the‐sun organization: core hours 9 am‐5 pm AEST with required weekend and public holiday work (Sunday to Thursday or Tuesday to Saturday).
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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