About the Role
As a seasoned Critical Incident Resolution Specialist, you will play a pivotal role in providing emergency response, technical resolver engagement, and incident management for our customers. Your expertise will be instrumental in driving the resolution of large-scale customer-impacting incidents and critical, complex customer escalations.
Key Responsibilities
* Drive the resolution of large-scale customer-impacting incidents as part of a team rotation.
* Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
* Provide critical incident response/management (including leading calls with internal/external participants) for customer's 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 remote 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 your areas of technical and operational strength.
About You
You 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, strategic account ownership, and a propensity to dive deep to solve complex problems. You will also have a passion for creating/providing a world-class experience for our customers.
The ideal candidate will be able to work in ambiguous environments, demonstrate critical thinking and logical problem-solving skills, and have experience driving collaborative projects from conception to delivery. Additionally, you will have familiarity with operating or designing distributed architectures and the ability to correlate system behaviors based on known inter-dependencies.
About Us
We acknowledge the Traditional Custodians of country throughout Australia and their connections to land, sea, and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
AWS 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.