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Cloud Incident Response Lead

1 week ago

Auckland, Auckland, New Zealand Amazon Full time

About the Role

At Amazon, we are looking for a highly skilled Incident Management Engineer to join our team. This role will involve providing incident response and account ownership 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.
  • 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.

BASIC QUALIFICATIONS

  • 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.

PREFERRED QUALIFICATIONS

  • Industry-specific accredited certification(s) such as the AWS Associate level certifications.
  • Familiarity with Cloud services with a focus on high availability and fault-tolerant design.
  • Experience with data manipulation and/or automation using Python, JavaScript or shell scripting.
  • Ability to work in ambiguous environments and drive collaborative projects from conception to delivery.
  • Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making.