Incident Management Engineer (Spanish/English bilingual), Incident Detection and Response
Job ID: 10441540 | Amazon Web Services Australia Pty Ltd
AWS Incident Detection and Response is part of the ASPIRE organisation within AWS Support, dedicated to proactive engagement and incident management for eligible AWS Enterprise Support customers. Onboarded workloads are monitored 24x7 by Incident Management Engineers (IMEs) who engage customers on a call bridge within 5 minutes of a critical alarm. This role involves collaboration with customers to develop runbooks and response plans tailored to the workload context.
About you
Incident Management Engineers possess a broad skill set with demonstrated career progression, strong analytical acumen, solid technology experience, and excellent business judgment. You will work with customers at all levels of their organization, communicate effectively, and drive resolution of critical incidents. The role requires self-direction, attention to detail, and the ability to operate at both tactical and strategic levels. Strong written and verbal communication skills are essential in this global role.
About the role
AWS Support seeks a leader with a strong background in Incident Management and customer ownership to provide incident response and account ownership for our most critical customers. You will deliver communication, emergency response, technical resolver engagement, and incident management for customer workloads.
Please note that IMEs operate during core hours 9am-5pm AEST as part of a follow-the-sun organisation. Some weekend work (Sunday to Thursday or Tuesday to Saturday) and public holidays may be required.
Key job responsibilities
* Drive the resolution of large-scale customer-impacting incidents as part of a team rotation
* Escalate and drive critical, complex customer issues in collaboration with Engineering Teams
* Lead critical incident response/management calls with internal/external participants
* 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 operational excellence
* Lead projects and teams to drive operational improvements
* Create and review documentation; influence new standard operating procedures
* Identify and troubleshoot recurring platform issues and own improvement projects
* Mentor peers in technical and operational strengths
* Perform other duties as required by the organization
About the team
Diverse experiences are valued. AWS encourages candidates to apply even if not all preferred qualifications are met. If your career is just starting or follows a non-traditional path, apply anyway.
QualificationsBasic Qualifications
* Business level Spanish and English, verbal and written
* 3+ years of Major Incident / Problem Manager experience for organizations running 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, including presenting to executives
Preferred Qualifications
* Industry-specific certifications (e.g., AWS Associate level)
* Knowledge of ITIL/Lean processes
* Ability to work in ambiguous environments
* Critical thinking and logical problem-solving skills
* Experience driving collaborative projects from conception to delivery
* Familiarity with distributed architectures and interdependencies
* Ability to review complex technical details and convey key information to senior stakeholders for real-time decision making
Acknowledgement of country: In the spirit of reconciliation, Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community, and pays respect to elders past and present.
IDE statement: Amazon is an equal opportunity employer and does not discriminate on protected veteran status, disability, or other legally protected status. If you require a workplace accommodation during the application or hiring process, please visit the Amazon accommodation page for more information.
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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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