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Incident Response Manager
1 week ago
Amazon Web Services New Zealand Limited is a pioneer in the field of cloud computing. We strive to deliver exceptional support to our customers and ensure their success.
The Opportunity
We are looking for a skilled Incident Management Engineer to join our team. As an Incident Management Engineer, you will be responsible for providing incident response and account ownership for our customers. You will be part of a team that drives the resolution of large-scale customer-impacting incidents and critical, complex customer escalations.
Responsibilities
* 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
About You
You will have a strong background in network and operating system support, a Bachelor's degree, and knowledge of distributed computing environments. Experience with AWS services and/or other cloud offerings is essential. Industry-specific accredited certification(s) such as the AWS Associate level certifications are preferred. Additionally, 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, and ability to work in ambiguous environments and drive collaborative projects from conception to delivery are highly valued.
