Incident Management Engineer, Incident Detection and Response

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

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

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.

Please note, as a follow-the-sun organization, successful applicants will be required to work some weekends (Sunday to Thursday or Tuesday to Saturday) and public holidays.

Key job responsibilities

• Drive the resolution of large scale customer impacting incidents or 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

• 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

• 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 About the team Amazon 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.

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.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

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 and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

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.

Basic qualifications

- Speak, write, and read fluently in Spanish

- 3+ years of systems engineering, or 3+ years of technical support experience

- Bachelor's degree or equivalent, or experience in a relevant field

- Experience in English-language communication skills, both written and verbal

- 3+ years demonstrable Major Incident/Problem Management Experience for organizations that run mission critical applications

Preferred qualifications

- AWS Associate level certification, or AWS Professional level certification

- Knowledge of Lean methodologies

- Knowledge of distributed and service-oriented architectures

- Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.