Incident Management Engineer

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.

The AWS Incident Detection and Response team is part of the ASPIRE 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.

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. Finally, you are passionate about technology with a desire to learn more and do more with AWS.

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. Please note as a follow-the-sun organisation, IMEs work the core hours of 9am-5pm AEST. Successful applicants will be required to work some weekends (Sunday to Thursday, or Tuesday to Saturday), and public holidays.

Key job responsibilities include:

• 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.

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

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.

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

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Basic Qualifications:

• Business level Spanish and English, verbal and written.
• 3+ years demonstrable Major Incident / Problem Manager Experience for organizations that run 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 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 Qualifications:

• Industry specific accredited certification(s) such as the AWS Associate level certifications.
• Knowledge of ITIL/Lean Processes.
• Ability to work in ambiguous environments.
• Demonstrated critical thinking and logical problem solving skills.
• Experience driving collaborative projects from conception to delivery.
• 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.

In 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.

Amazon 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 here for more information.