At a Glance
- Tasks: Manage critical escalations and improve customer support experiences with AWS.
- Company: Join Amazon Web Services, a leader in cloud technology and customer-centric solutions.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Other info: Dynamic environment with endless learning opportunities and career advancement.
- Why this job: Make a global impact while collaborating with top tech talent in a supportive team.
- Qualifications: 3+ years in tech support, cloud computing, and software development required.
The predicted salary is between 90000 - 110000 $ per year.
Would you like the opportunity for the work you do every day to have an impact on a global scale? To work in a close-knit and supportive team advocating for the very best for your customers? Read on...
About Us
The Escalation and Event Management (E2M) team, part of the Amazon Web Services (AWS) Support organisation, is dedicated to managing critical escalations, customer-facing communications, and handling large-scale customer impacting events. E2M's purpose is to drive operational excellence and improvements to the overall customer support experience. Amazon has built a reputation for excellence with a mission to be the earth's most customer-centric company.
About You
E2M is looking for people who are detailed, analytical thinkers as well as creative problem solvers, with a strong bias for action. You are someone who is not constrained by the notion of 'how things are usually done'. You confidently act as an advocate on behalf of AWS customers, maintaining composure and leadership in dynamic and high-pressure situations. You are excited about owning critical infrastructure services that serve global customers 24x7 and relish the opportunity to work on technical initiatives that drive continuous improvement in the Support experience of those customers.
About The Role
As part of the E2M 'Event Management' team, we work to identify widespread and systemic customer-facing problems for Amazon Web Services. We are responsible for monitoring internal tools to identify customer-impacting issues. When an issue is identified, we ensure the appropriate business and technology leaders, and their teams, are engaged to drive the restoration of disrupted AWS services and act as an advocate of the customer to both report on and manage the customer experience.
Key Job Responsibilities
- Providing critical incident response/management (including leading calls with internal/external participants) for customer's critical workloads and AWS Service Teams.
- Provide concise and timely communication on developing and progressing issues to AWS Support customers, as well as internal stakeholders.
- Work to improve important metrics such as 'mean time to engagement' and 'mean time to communication' for all incident types.
- Facilitate Root Cause Analysis and Post Event Reviews after each event to minimise recurrence.
- Work with key stakeholders across AWS as advocates on behalf of customers to drive improvements in their AWS experience.
- Analyse data trends on internal tickets, customer contacts, social media, and network and infrastructure monitoring to identify potential issues.
- Build a broad understanding of AWS architecture and service inter-dependencies.
- Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention.
Basic Qualifications
- 3+ years of network and operating system support experience.
- 3+ years of virtualization, orchestration and cloud computing experience.
- 3+ years of database administration experience.
- 3+ years of software development with object-oriented language experience.
- 3+ years of continuous integration and continuous delivery (CI/CD) experience.
- 3+ years of information security and compliance experience.
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
Preferred Qualifications
- Knowledge of distributed computing environments.
- Knowledge of best practices for software deployment.
- Experience with network troubleshooting tools.
- Experience in Incident Management, Threat Management, Corporate Investigations, Law Enforcement, Security Operations, Crisis Management or a related field.
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. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE Statement
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Inclusive Culture and Accommodations
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 content/en/how-we-hire/accommodations for more information.
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