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Incident Management Specialist
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About the Role
Amazon is seeking a highly skilled Incident Management Engineer to join our team. As a key member of our AWS Support organization, you will play a pivotal role in providing communication, emergency response, technical resolver engagement, and incident management for our customers.
Key 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 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.
- Perform other duties as required by the organization.
Requirements
- 3+ years of network and operating system support experience.
- 3+ years of virtualization, orchestration, and cloud computing (e.g., Hypervisors, VMware, Xen) experience.
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
Preferred Qualifications
- Industry-specific accredited certification(s) such as AWS Associate level certification.
- Familiarity with Cloud services.
- Ability to work in an ambiguous environment and drive collaborative projects from conception to delivery.
