Incident Management Engineer, Enhanced Support Services (ES2)

Amazon • Seattle, WA

309d • $86,000 - $185,000

About The Position

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services. The Enhanced Support Services (ES2) (formally E2M) team is part of the broader AWS Support organization and is a dive and save team who are dedicated to managing critical escalations, working with all areas of AWS including Support Engineering, Enterprise Support and the Service Teams to find a path to green for our customers. ES2's purpose is to drive operational excellence and improvements to the overall customer experience.

Requirements

• Bachelor's degree
• 5+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar technical support role
• 3+ years Incident Manager / Problem Manager Experience for organizations that run mission critical applications
• Knowledge of distributed computing environments
• Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)
• Experience with AWS services and/or other cloud offerings

Nice To Haves

• Experience in information security and compliance
• Experience managing full application stacks from the OS up through custom applications
• Industry specific accredited certification(s) such as the AWS Associate level certifications
• Experience designing or supporting cloud application architectures with a focus on high availability and fault tolerance
• Ability to work in ambiguous environments
• Experience driving 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

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
• 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

Benefits

• Flexible work hours and arrangements
• Mentorship and career growth opportunities
• Diverse and inclusive workplace culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree