Incident Management Engineer, AWS Incident Detection and Response
2 weeks ago
Job ID: 2917202 | Amazon Web Services New Zealand Limited
Sales, Marketing and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. The AWS Incident Detection and Response team is part of the Enhanced Support Services (ES2) organisation within AWS Support, and is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and to accelerate recovery of critical workloads from disruption. We achieve these objectives by working closely with customers to develop runbooks and response plans customized to the context of each workload onboarded to the service. Onboarded workloads are monitored 24x7 by a team of Incident Management Engineers (IMEs) to detect and engage customers on a call bridge within 5 minutes of a critical alarm.
ABOUT YOU
Incident Management Engineers have a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, strategic account ownership and a propensity to dive deep to solve complex problems. You will also have a passion for creating/providing a world class experience for our customers. The candidate must understand the competitive and industry landscape and must have the leadership presence and communication skills to effectively work with customers at all levels of their organization. You must be a self-starter and able to execute at both a tactical and strategic level – with a strong attention to detail. This is a global role that requires excellent written and verbal communication skills and a passion and desire for leading the resolution of critical incidents. Your decisions are not only fundamental to helping protect our most critical customers but will help maintain the health of AWS customers worldwide.
Finally, you are passionate about technology with a desire to learn more and do more with AWS.
ABOUT THE ROLE
AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for an Incident Management Engineer to join our team to provide incident response and account ownership. In this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement and incident management for our customers.
Please note that while this role is open to applicants in Auckland & Wellington, as a follow-the-sun organisation, IMEs work the core hours of 9:00 AM - 5:00 PM AEST (11:00 AM - 7:00 PM NZST) regardless of location. Successful applicants will be required to work some weekends (Sunday to Thursday, or Tuesday to Saturday), and public holidays.
Key job 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 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
About the team
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
- 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
- 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
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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.
#J-18808-Ljbffr-
Auckland, Auckland, New Zealand Amazon Full timeIncident Management Engineer, AWS Incident Detection and ResponseJob ID: 2917202 | Amazon Web Services New Zealand LimitedSales, Marketing and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.The AWS Global...
-
Auckland, Auckland, New Zealand Amazon Full timeIncident Management Engineer, AWS Incident Detection and ResponseJob ID: 2917202 | Amazon Web Services New Zealand LimitedSales, Marketing and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.The AWS Global...
-
Auckland, Auckland, New Zealand Amazon Full timeIncident Management Engineer, AWS Incident Detection and ResponseJob ID: 2881870 | Amazon Web Services New Zealand LimitedSales, Marketing and Global Services (SMGS)AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level...
-
Auckland, Auckland, New Zealand Amazon Web Services New Zealand Limited Full timeSales, Marketing and Global Services (SMGS)AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.The AWS Global Support team interacts with leading companies and believes that...
-
AWS Incident Response Expert
3 days ago
Auckland, Auckland, New Zealand Amazon Full timeAbout the RoleAWS is seeking a highly skilled and experienced professional to join our team as an Incident Management Engineer. This role will be part of our Enhanced Support Services (ES2) organisation, dedicated to offering proactive engagement and incident management to eligible AWS Enterprise Support customers.
-
Incident Response Manager
4 days ago
Auckland, Auckland, New Zealand Tbwa ChiatDay Inc Full timeCareer OpportunitiesOur company is seeking an Incident Response Manager to join our team in Auckland. The ideal candidate will have experience with incident response procedures, including containment, eradication, and recovery. You will be responsible for monitoring, analyzing, and responding to security incidents, as well as collaborating with...
-
Cloud Incident Management Lead
7 days ago
Auckland, Auckland, New Zealand Amazon Full timeIncident Management in the CloudThe AWS Global Support team seeks an experienced Incident Management Engineer to join our Enhanced Support Services (ES2) organisation. As part of the AWS Incident Detection and Response team, you will be responsible for providing proactive engagement and incident management to reduce the potential for failure and accelerate...
-
Incident Response Leader
7 days ago
Auckland, Auckland, New Zealand Amazon Full time**What We're Looking For**We are seeking an experienced **Incident Management Engineer** to join our team at Amazon. As an Incident Management Engineer, you will play a critical role in providing communication, emergency response, technical resolver engagement, and incident management for our customers.The ideal candidate will have a strong background in...
-
AWS Incident Management Specialist
7 days ago
Auckland, Auckland, New Zealand Amazon Full time**About Us**Amazon is a global leader in cloud computing, committed to delivering innovative solutions that meet the evolving needs of businesses and individuals. Our mission is to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online.**Job Description**We are seeking an experienced **Incident...
-
Global Incident Response Manager
5 days ago
Auckland, Auckland, New Zealand Amazon Web Services New Zealand Limited Full timeJob OverviewWe're looking for a skilled Incident Management Engineer to join our team at Amazon Web Services New Zealand Limited. As an Incident Management Engineer, you will play a critical role in providing incident response and account ownership for our customers.ResponsibilitiesDevelop and execute incident response plans to minimize downtime and maximize...
-
Incident Response Leader
7 days ago
Auckland, Auckland, New Zealand AIA Hong Kong and Macau Full timeThe Service Management Specialist will be responsible for operational execution of Incident, Problem & Change standards, policies, and processes. This includes effectively managing incidents to resolution within agreed SLA's and coordinating/facilitating problem management activities.Benefits:Competitive Salary: AIA offers a competitive salary package to its...
-
Incident Response Specialist
5 days ago
Auckland, Auckland, New Zealand Aia Hong Kong And Macau Full timeCompany Overview: AIA Hong Kong And Macau is a pioneering insurer that has started an exciting movement to create a healthier, more sustainable future for everyone. We're transforming our organisation to be faster, simpler, and more connected, and we need people with tech/digital/analytics expertise and passion to help develop positive sustainable change...
-
Cloud Support Engineer
7 days ago
Auckland, Auckland, New Zealand Amazon Full time**The Role**We are looking for a highly skilled **Incident Management Engineer** to join our team at Amazon. As an Incident Management Engineer, you will be responsible for driving the resolution of large-scale customer-impacting incidents, collaborating with Engineering Teams to resolve complex customer escalations, and providing critical incident...
-
Incident and Problem Manager
5 days ago
Auckland, Auckland, New Zealand AIA Hong Kong and Macau Full timeAbout the Role:We are seeking a motivated and experienced Incident and Problem Manager to join our team. The successful candidate will be responsible for managing incidents and problems to ensure minimal disruption to our services.Key Responsibilities:Manage major incidents (Sev1/2, Managed Sev3) from identification/escalation to service restoration and...
-
AWS Support Engineer
7 days ago
Auckland, Auckland, New Zealand Amazon Full timeCritical Response and ResolutionAWS Support is looking for a seasoned Support Engineer to join our team and provide critical response and resolution for our customers. In this role, you will drive the resolution of large-scale customer-impacting incidents as part of a team rotation, leveraging your technical expertise and strong analytical skills to deliver...
-
Incident Response Team Manager
1 day ago
Auckland, Auckland, New Zealand Atmos Australia and New Zealand Full timeAbout Our MissionAt Atmos, we're driven by a mission to provide expert guidance and support to our clients in navigating the complexities of cyber, privacy, and digital law. We believe in empowering our people, providing cutting-edge tools and resources, and fostering an environment where talent and ambition are recognized and rewarded. Our goal is to help...
-
Incident Problem Change Manager
19 hours ago
Auckland, Auckland, New Zealand AIA Hong Kong and Macau Full timeAIA Hong Kong and Macau is seeking an experienced Incident Problem Change Manager to join our team.Key ResponsibilitiesThe successful candidate will be responsible for managing incidents, problems, and changes across various business units, ensuring minimal disruption to business operations and exceptional customer experience.Develop and implement incident,...
-
Complex Incident Response Specialist
1 hour ago
Auckland, Auckland, New Zealand Department of Corrections NZ Full timeAbout UsAra Poutama Aotearoa is committed to improving the oranga and safety of the people, whānau, and communities we serve. We're looking for a Senior Adviser Emergency Management who can help us achieve this vision.Job SummaryThis is an exciting opportunity to join our team as a Senior Adviser Emergency Management responsible for the Auckland, Northland,...
-
Global Customer Experience Manager
7 days ago
Auckland, Auckland, New Zealand Amazon Full timeCustomer Experience ExcellenceThe AWS Global Support team is seeking a highly skilled Customer Experience Manager to join our Enhanced Support Services (ES2) organisation. As part of the AWS Incident Detection and Response team, you will be responsible for delivering exceptional customer experiences through proactive engagement and incident management.About...
-
Transportation Incident Management Specialist
15 hours ago
Auckland, Auckland, New Zealand Auckland Transport Full timeAbout the JobThis challenging role requires a highly experienced leader with significant operational and/or management experience in traffic and/or transport operations environments.As a key member of ATOC's Senior Leadership Team, you will lead and manage the Operations team, developing and implementing response strategies, coordinating with key...
