Incident Management Engineer at Amazon Web Services

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 virtual 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

BASIC QUALIFICATIONS

• 3+ years of network and operating system support experience
• 3+ years of virtualization, orchestration and cloud computing (e.g., Hypervisors, VMware, Xen) experience
• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience

PREFERRED QUALIFICATIONS

• Industry specific accredited certification(s) such as AWS Associate level certification
• Familiarity with Cloud services
• Ability to work in ambiguous environment and drive collaborative projects from conception to delivery