Incident Management Engineer

Who you are

• 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
• Bachelor's degree in computer science or equivalent, or experience in technical support
• Experience in network and operating system support
• Experience with virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen)
• Experience with database administration
• Experience in software development with object oriented language
• Experience with continuous integration and continuous delivery
• Experience in information security and compliance
• AWS certification, or Associate's degree
• Knowledge of Lean methodologies
• Experience dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience working in a collaborative team environment to deliver high-quality design solutions
• Knowledge of distributed systems design and implementation or equivalent
• Experience performing complex business case analysis to justify technical decisions and presenting the justification to management in a high-level review

What the job involves

• The AWS Incident Detection and Response team is part of the ASPIRE 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
• 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
• 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