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Incident Management Lead

3 weeks ago

Auckland, Auckland, New Zealand ENGINEERINGUK Full time

Job Description:

Incident Management Lead

ENGINEERINGUK is seeking an Incident Management Lead to join our AWS Incident Detection and Response team. 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.

  • 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 ENGINEERINGUK 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.