Incident Management Engineer (E2M), Incident Detection and Response in Sydney, Australia

Description

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 Escalation and Event Management (E2M) team is part of the broader AWS Support organization and is dedicated to managing critical escalations, customer facing communications, and handling large-scale customer impacting events. E2M’s purpose is to drive operational excellence and improvements to the overall customer experience.

* Please note for this position, the core business hours of operation are from 9am-5pm AEST . Please only apply to this position if you are able to accommodate these core hours.*

ABOUT YOU

Incident Management Engineers have a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, strategic account ownership and a propensity to dive deep to solve complex problems. You will also have a passion for creating/providing a world class experience for our customers. The candidate must understand the competitive and industry landscape and must have the leadership presence and communication skills to effectively work with customers at all levels of their organization. You must be a self-starter and able to execute at both a tactical and strategic level – with a strong attention to detail. This is a global role that requires excellent written and verbal communication skills and a passion and desire for leading the resolution of critical incidents. Your decisions are not only fundamental to helping protect our most critical customers but will help maintain the health of AWS customers worldwide.

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 a Major Incident Manager 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 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 the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

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.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Hybrid Work

We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our Sydney or Melbourne Amazon offices.

Basic Qualifications

• 3+ years of network and operating system support experience

• 3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience

• Bachelor’s degree in computer science or equivalent, or 3+ years of technical support experience

• 3+ years of Incident Management experience with Enterprise level architectures

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

Acknowledgement of country:

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.