Incident Management Specialist

5 days ago


Wellington, Wellington, New Zealand Amazon Web Services (Aws) Full time

About Us

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

The Role

We are looking for a skilled 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.

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
  • Perform other duties as required by the organization


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