Incident Management Engineer (Spanish/English bilingual), Incident Detection and Response
Job ID: 10441540 | Amazon Web Services Australia Pty Ltd
Amazon has built a reputation for excellence with a mission to be the Earth's most customer‐centric company. AWS leads the world in cloud technologies.
The AWS Incident Detection and Response team, part of the ASPIRE organization within AWS Support, delivers proactive engagement and incident management to AWS Enterprise Support customers. The team monitors onboarded workloads 24×7 and engages customers on a call bridge within five minutes of a critical alarm.
About the role
AWS Support is seeking an Incident Management Engineer with strong incident management experience and customer ownership skills. The role requires effective communication, strategic and tactical problem solving, and leading the resolution of critical incidents. The position operates on a follow‐the‐sun schedule, with core hours 9 am‐5 pm AEST, and includes working some weekends and public holidays.
Key job responsibilities
* Drive resolution of large‐scale, customer‐impacting incidents as part of a rotation team.
* Lead critical, complex escalations in collaboration with Engineering Teams.
* Provide incident response and management, including leading calls with internal and 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.
* 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 and influence new standard operating procedures.
* Identify and troubleshoot recurring platform issues and own projects to drive improvements.
* Mentor peers in areas of technical and operational strength.
* 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 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 an audience including executive team members.
Preferred Qualifications
* Industry‐specific accredited certification(s) such as 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 correlation of system behaviors based on known inter‐dependencies.
* Ability to review complex technical details regarding ongoing issues/events and convey key details to senior stakeholders to facilitate real‐time decision making.
Equal Opportunity Statement
Amazon is an equal‐opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
#J-18808-Ljbffr