Incident Management Engineer, AWS Incident Detection and Response
4 weeks ago
Job Title: Incident Management Engineer
AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success.
About You
You will be a leader with a strong background in Incident Management and customer ownership to provide communication, emergency response, technical resolver engagement and incident management for our customers.
About the Role
This position requires a pivotal role in providing incident management for our most critical customers including elements of:
- 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.
- 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.
BASIC QUALIFICATIONS
- 3+ years of network and operating system support experience.
- Bachelor's degree.
- Knowledge of distributed computing environments.
- Experience with AWS services and/or other cloud offerings.
PREFERRED QUALIFICATIONS
- Industry specific accredited certification(s) such as the AWS Associate level certifications.
- Familiarity with Cloud services with a focus on high availability and fault tolerant design.
- Experience with data manipulation and/or automation using Python, JavaScript or shell scripting.
- Ability to work in ambiguous environments and drive collaborative projects from conception to delivery.
- 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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