Job Title: Incident Management Engineer
We are seeking a highly skilled Incident Management Engineer to join our AWS Incident Detection and Response team.
About Us
Amazon Web Services (AWS) is the world's leading cloud technology provider, committed to delivering exceptional customer experiences.
The AWS Incident Detection and Response team is part of Enhanced Support Services (ES2), dedicated to offering proactive engagement and incident management to eligible AWS Enterprise Support customers.
About You
As an Incident Management Engineer, you will possess a broad skill set with demonstrated career progression and a proven track record of delivering results. Your analytical acumen, technical experience, business judgment, and strategic account ownership skills will be essential in this role.
About the Role
In this position, 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 collaboration with Engineering Teams.
* Provide critical incident response/management for customer's critical workloads.
* 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.
* Collaborate with key stakeholders across AWS to improve the customer experience.
* 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.
Requirements
* 1+ year of experience in a similar role.
* 2+ years of virtualization, orchestration, and cloud computing experience.
* 1+ year of network and operating system support experience.
* Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
Preferred Qualifications
* Experience creating or designing cloud application architectures.
* Experience with data manipulation and/or automation using Python, JavaScript, or shell scripting.
* Effective prioritization and time management skills.
* Demonstrated critical thinking and logical problem solving skills.
* Familiarity operating or designing distributed architectures.