Incident Management Engineer, Aws Incident Detection and Response

DESCRIPTION

ABOUT US

Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.

The AWS Incident Detection and Response team is part of the Enhanced Support Services (ES2) organisation within AWS Support, and is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and to accelerate recovery of critical workloads from disruption. We achieve these objectives by working closely with customers to develop runbooks and response plans customized to the context of each workload onboarded to the service. Onboarded workloads are monitored 24x7 by a team of Incident Management Engineers (IMEs) to detect and engage customers on a call bridge within 5 minutes of a critical alarm.

ABOUT YOU

Finally, you are passionate about technology with a desire to learn more and do more with AWS.

ABOUT THE ROLE

AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for an 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 job responsibilities
Every day will bring new and exciting challenges that include elements of:

- 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 remote 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 organisation

Please note that while this role is open to applicants in Sydney or Melbourne, as a follow-the-sun organisation, IMEs work the core hours of 9am-5pm AEST regardless of location. Successful applicants will be required to work some weekends (Sunday to Thursday, or Tuesday to Saturday), and public holidays.

BASIC QUALIFICATIONS
- Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)
- 3+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role.
- Bachelor’s degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience)

PREFERRED QUALIFICATIONS
- Industry specific accredited certification(s) such as the AWS Associate level certifications
- Ability to work in ambiguous environments
- Demonstrated critical thinking and logical problem solving skills
- Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies
- Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making