Incident Management Engineer, Incident Detection and Response

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
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the 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.

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Work/Life Balance
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