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- Drive the resolution of large-scale customer impacting incidents as part of a team rotation.
- Lead critical, complex customer escalations in collaboration with Engineering Teams.
- Provide critical incident response/management for customer's critical workloads.
- Contribute to Problem Records for customers.
- 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 virtual 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.
- 5+ years of experience in a similar role.
- 3+ years of virtualization, orchestration, and cloud computing experience.
- 3+ years of network and operating system support experience.
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
- Industry-specific accredited certification(s) such as AWS Associate level certifications.
- Familiarity with Cloud services.
- Ability to work in an ambiguous environment and drive collaborative projects from conception to delivery.
Incident Management Engineer - Sydney - Amazon

Description
About Us
At Amazon, we're committed to delivering exceptional customer experiences. As the world's most customer-centric company, our goal is to provide products and services that customers trust and value.
Our Team
The Escalation and Event Management (E2M) team plays a critical role in managing critical escalations, customer communications, and large-scale events that impact our customers.
Job Description
We're seeking an experienced Incident Management Engineer to join our team. This role requires strong analytical skills, technology experience, business judgment, and strategic account ownership.
Key Responsibilities
As an Incident Management Engineer, you will:
What You'll Need
Why Join Our Team?
At AWS, we're committed to diversity, equity, and inclusion. We welcome applications from all members of society, regardless of age, sex, disability, sexual orientation, race, religion, or belief. We also offer opportunities for career growth, mentorship, and professional development.
Equal Opportunities Employer
Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify, and build. We welcome applications from all members of society, including South African citizens who are members of designated groups.
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