Incident Management Engineer, AWS Incident Detection and ResponseJoin to apply for the Incident Management Engineer, AWS Incident Detection and Response role at Amazon Web Services (AWS)Incident Management Engineer, AWS Incident Detection and Response1 day ago Be among the first 25 applicantsJoin to apply for the Incident Management Engineer, AWS Incident Detection and Response role at Amazon Web Services (AWS)DescriptionABOUT USAmazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.The AWS Incident Detection and Response team is part of the Enhanced Support Services (ES2) organisation within AWS Support, and is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and to accelerate recovery of critical workloads from disruption. We achieve these objectives by working closely with customers to develop runbooks and response plans customized to the context of each workload onboarded to the service. Onboarded workloads are monitored 24x7 by a team of Incident Management Engineers (IMEs) to detect and engage customers on a call bridge within 5 minutes of a critical alarm.About YouIncident 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, 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 candidate must understand the competitive and industry landscape and must have the leadership presence and communication skills to effectively work with customers at all levels of their organization. You must be a self-starter and able to execute at both a tactical and strategic level – with a strong attention to detail. This is a global role that requires excellent written and verbal communication skills and a passion and desire for leading the resolution of critical incidents. Your decisions are not only fundamental to helping protect our most critical customers but will help maintain the health of AWS customers worldwide.Finally, you are passionate about technology with a desire to learn more and do more with AWS.About The RoleAWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for an Incident Management Engineer to join our team to provide incident response and account ownership. In this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement and incident management for our customers.Key job responsibilitiesEvery day will bring new and exciting challenges that include elements of:Drive the resolution of large scale customer impacting incidents as part of a team rotationDrive 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 workloadsContribute to Problem Records for customersConduct continuous real-time proactive monitoring of customer metricsPrioritize, manage, and own emerging and developing customer issues from start to finishMonitor and manage communications during high impact events via relevant channelsCollaborate with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellenceLead projects and remote teams to drive operational improvementsCreate and review documentation; design/influence new standard operating proceduresIdentify and troubleshoot recurring platform issues and own projects to drive improvementsMentor peers in your areas of technical and operational strengthPerform other duties as required by the organisationPlease note that while this role is open to applicants in Sydney or Melbourne, as a follow-the-sun organisation, IMEs work the core hours of 9am-5pm AEST regardless of location. Successful applicants will be required to work some weekends (Sunday to Thursday, or Tuesday to Saturday), and public holidays.Basic Qualifications3+ years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications5+ 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 QualificationsIndustry specific accredited certification(s) such as the AWS Associate level certificationsKnowledge of ITIL/Lean ProcessesAbility to work in ambiguous environmentsDemonstrated critical thinking and logical problem solving skillsExperience driving collaborative projects from conception to deliveryFamiliarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependenciesAbility to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision makingAcknowledgement Of CountryIn the spirit of reconciliation Amazon acknowledges 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.IDE StatementAmazon 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Company - Amazon Web Services Australia Pty LtdJob ID: A2993330Seniority levelSeniority levelNot ApplicableEmployment typeEmployment typeFull-timeJob functionJob functionInformation Technology, Consulting, and EngineeringIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Amazon Web Services (AWS) by 2xGet notified about new Management Engineer jobs in Sydney, New South Wales, Australia.Sydney, New South Wales, Australia 12 hours agoMascot, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 12 hours agoSydney, New South Wales, Australia 7 hours agoStrategic Partnerships Manager – Commercial PartnershipsMascot, New South Wales, Australia 15 hours agoLidcombe, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 1 day agoMillers Point, New South Wales, Australia A$31.00-A$41.00 1 day agoMascot, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 13 hours agoSydney, New South Wales, Australia 3 days agoSenior Manager, Onboard Service ExperienceSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 10 hours agoNorth Sydney, New South Wales, Australia 1 day agoMascot, New South Wales, Australia 3 days agoExpression of Interest - Buy and Drive a Commercial Electric VehicleSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 6 days agoProject Coordinator – Commercial Fit-Outs (6-Month Contract)Sydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 2 days agoInvestment Banking Analyst - Renewables/Power/Utilities/InfrastructureSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 15 hours agoMascot, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 22 hours agoWe’re unlocking community knowledge in a new way. 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