Cloud Security and Support Operations Manager

3 days ago


Auckland, Auckland, New Zealand Amazon Full time

About the Team

AWS Support is a global organization that provides world-class support to Amazon customers. We are looking for an experienced Incident Management Engineer to join our team in Auckland and Wellington.

Key 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


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