Job Description
Amazon Web Services EMEA SARL (Irish Branch) is seeking a skilled professional to join the Escalation and Event Management (E2M) team.
About Us
Amazon has built a reputation for excellence with a mission to be the earth's most customer-centric company. Amazon Web Services (AWS) carries on that tradition while leading the world in cloud technologies.
The Role
As a member of the AWS Support E2M Event Management team, you will work to identify widespread and systemic customer-facing problems for Amazon Web Services. Your responsibilities will include monitoring internal tools to identify customer-impacting issues, engaging the appropriate teams to drive problem resolution, and acting as an advocate for customers to report on and manage their experience.
* Provide crisp and timely communication on developing issues to relevant internal and external customers
* Drive down mean time to engagement and communication for all incident types
* Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
* Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
* Analyze data trends on internal tickets, customer contacts, social media, and network monitors 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
Requirements
* 2+ years of experience with Incident/Event Management for mission-critical services
* 1+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role
* Bachelor's degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 3+ years of relevant work experience)
Preferred Qualifications
* Excellent written and oral English communication skills
* Familiarity operating or designing distributed architectures with the ability to correlate system behaviors 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
* Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making
Diversity and Inclusion
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.