Incident Management Engineer

5 months ago


Remote, New Zealand Amazon Web Services NZL Ltd Full time

2+ 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 6+ years of relevant work experience)

Amazon is now offering flexibility to choose between two working models, onsite and remote. Please, check below for further information:
Onsite Employee: An employee who works either entirely in an Amazon building, or split between both an Amazon building and remote location. Employees will need to either live near or relocate to an already established Amazon building location.

Remote Employee: An employee who works in a remote location for the entirety of the normally scheduled workweek, for a period of more than 90 days in a rolling 12 month period. These employees do not need to live near an Amazon office, but must live in New Zealand.

ABOUT US

Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.

Incident Detection and Response (IDR) sits within the Escalation and Event Management (E2M) team, and is part of the broader AWS Support organization. The IDR team is dedicated to proactive alarm monitoring and incident management of critical customer workloads. E2M also manages 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 experience.

ABOUT YOU

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 Manager 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.

Key job responsibilities

Every day will bring new and exciting challenges that include elements of:

- 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 remote 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
- Excellent written and oral English communication skills
- 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
- Knowledge of ITIL/Lean Processes
- Effective prioritization and time management skills
- Ability to work in ambiguous environments
- Demonstrated critical thinking and logical problem solving skills
- Experience driving collaborative projects from conception to delivery



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