Incident Management Engineer, AWS Incident Detection and Response

Incident Management Engineer, AWS Incident Detection and Response

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.

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.

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

1. Drive the resolution of large scale customer impacting incidents as part of a team rotation
2. Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
3. Provide critical incident response/management (including leading calls with internal/external participants) for customer's critical workloads
4. Contribute to Problem Records for customers
5. Conduct continuous real-time proactive monitoring of customer metrics
6. Prioritize, manage, and own emerging and developing customer issues from start to finish
7. Monitor and manage communications during high impact events via relevant channels
8. Collaborate with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
9. Lead projects and teams to drive operational improvements
10. Create and review documentation; design/influence new standard operating procedures
11. Identify and troubleshoot recurring platform issues and own projects to drive improvements
12. Mentor peers in your areas of technical and operational strength
13. Perform other duties as required by the organization

BASIC QUALIFICATIONS

- 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

PREFERRED QUALIFICATIONS

- 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 here for more information.

Posted: November 12, 2024 (Updated about 13 hours ago)

Posted: March 13, 2025 (Updated about 1 month ago)

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.

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