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Escalation Engineer
4 months ago
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. A company that customers from around the world will recognise, value, and trust, for our broad selection of products and services and the convenience they provide. AWS continues in that tradition, leading the world in cloud technologies.
Amazon offers the flexibility to work in office or from home. Employees will be required to reside within a commutable distance of the office they are assigned to. Employees working from home are encouraged to work with their teams to attend an office from time to time for team building, significant training, or other occasional events that may take place.
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 are equally comfortable operating in the minute detail, and coordinating our efforts at the forty thousand foot view.
You confidently act as an advocate of behalf of AWS customers, maintaining composure and leadership in some very dynamic and high pressure situations. You are excited about owning critical infrastructure services, those 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. All this while collaborating with some of the smartest people in the industry
Ultimately you are passionate about technology and demonstrate a strong desire to learn more and do more with AWS.
ABOUT THE ROLE
As part of the E2M ‘Event Management’ team, we work to identify widespread and or systemic customer facing problems for Amazon Web Services. We are responsible for monitoring internal tools to identify customers impacting issues. When a 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. Because of our unique role as Escalation Engineers, we have limitless exposure to all things AWS, including numerous leading edge technologies.
Every day will bring new and exciting opportunities that include:
- 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 and develop mechanisms that support and improve E2M’s ability to deliver on that objective
- 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
**Please note, the core hours of our ‘follow the sun’ coverage model are from 9:00am-3:00pm AEST (10:00am-4:00pm AEDT Daylight Savings Time). You can be located in any time zone within Australia but please only apply to this position if you are able to accommodate these core hours.**
We are open to hiring candidates to work out of one of the following locations:
Melbourne, VIC, AUS | Sydney, NSW, AUS
BASIC QUALIFICATIONS
- 5+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role- 5+ years of experience in technical operations or support focused on cloud infrastructure
- Tertiary qualification/Bachelor’s Degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field (or 6+ years of relevant work experience)
PREFERRED QUALIFICATIONS
- Candidates that have been most successful after joining our team have demonstrated capabilities in one or more of the following areas:- Excellent written and oral English communication skills
- Familiarity operating or designing distributed architectures with the ability to correlate system behaviours based on known inter-dependencies
- Experience creating or designing cloud application architectures with a focus on high availability
- Industry specific certification(s) such as the AWS SysOps Administrator certification
- Experience with the creation and usage of JavaScript, Powershell, and/or BASH scripting
- Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making
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:
