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    • Incident Management Engineer, AWS Incident Detection and Response - Sydney - Amazon

    Amazon
    Amazon Sydney

    1 month ago

    Amazon background
    Description

    Job Description

    Amazon 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.

    About You

    Incident 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.

    About the Role

    AWS 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 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 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
    • Perform other duties as required by the organization

    About the Team

    Why AWS?
    Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

    What We're Looking For

    We are seeking talented individuals who share our values and passion for innovation, customer obsession, and operational excellence. If you are a motivated and driven individual with a strong passion for technology and customer satisfaction, we encourage you to apply.

    Responsibilities include:

    • Developing and maintaining relationships with key stakeholders within AWS
    • Providing expertise on cloud computing and infrastructure solutions
    • Contributing to the development of best practices and processes
    • Participating in training and professional development programs
    • Engaging in activities that promote diversity, equity, and inclusion

    Qualifications

    To be considered for this role, you should have:

    • At least 3 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)
    • Excellent written and oral English communication skills
    • Industry specific accredited certification(s) such as the AWS Associate level certifications
    • Experience creating or designing cloud application architectures with a focus on high availability and fault tolerance
    • Experience with data manipulation and/or automation using Python, JavaScript or shell scripting
    • Effective prioritization and time management skills
    • Ability to work in ambiguous environments
    • Demonstrated critical thinking and logical problem solving skills
    • Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies
    • Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making
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