Cloud Incident Management Lead

5 days ago


Auckland, Auckland, New Zealand Amazon Full time

Incident Management in the Cloud

The 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 recovery of critical workloads from disruption.

About You

  • You have a broad skill set with demonstrated career progression and a proven track record of delivering results.
  • Strong analytical acumen and solid technology experience are essential.
  • Superb business judgment, strategic account ownership, and a propensity to dive deep to solve complex problems are also key.
  • You will possess excellent written and verbal communication skills and a passion for creating a world-class experience for our customers.

About the Role

  • We are 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.
  • 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 include driving the resolution of large-scale customer-impacting incidents as part of a team rotation, conducting continuous real-time proactive monitoring of customer metrics, and collaborating with key stakeholders across AWS to improve the customer experience.


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