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Incident Management Specialist, AWS Global Support

1 week ago

Auckland, Auckland, New Zealand Amazon Full time

Job Summary

We are seeking an Incident Management Engineer to provide incident response and account ownership for our customers. The ideal candidate will have 3+ years of network and operating system support experience, a Bachelor's degree, knowledge of distributed computing environments, and experience with AWS services and/or other cloud offerings.

Responsibilities

  • Drive the resolution of large-scale customer-impacting incidents.
  • Collaborate with Engineering Teams to resolve complex customer escalations.
  • Provide critical incident response/management for customer's critical workloads.
  • Contribute to Problem Records for customers.
  • 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.

Requirements

  • 3+ years of network and operating system support experience.
  • Bachelor's degree.
  • Knowledge of distributed computing environments.
  • Experience with AWS services and/or other cloud offerings.