Description

　　ABOUT US

　　Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.

　　Incident Detection and Response (IDR) sits within the Escalation and Event Management (E2M) team, and is part of the broader AWS Support organization. The IDR team is dedicated to proactive alarm monitoring and incident management of critical customer workloads. E2M also manages critical escalations, customer facing communications, and handling large-scale customer impacting events. E2M’s purpose is to drive operational excellence and improvements to the overall customer experience.

　　* Please note for this position, the core business hours of operation are from 9:00 AM - 5:00 PM AEST/10:00 AM - 6:00 PM AEDT. Please only apply to this position if you are able to accommodate these core hours.*

　　ABOUT YOU

　　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.

　　Finally, you are passionate about technology with a desire to learn more and do more with AWS.

　　ABOUT THE ROLE

　　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 Manager 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.

　　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 remote 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

　　We are open to hiring candidates to work out of one of the following locations:

　　Brisbane, QLD, AUS | Melbourne, VIC, AUS | Sydney, NSW, AUS

　　Basic Qualifications

　　5+ years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications

　　2+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role.

　　Bachelor’s degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience)

　　Preferred Qualifications

　　Excellent written and oral English communication skills

　　Industry specific accredited certification(s) such as the AWS Associate level certifications

　　Familiarity with Cloud services with a focus on high availability and fault tolerant design

　　Experience with data manipulation and/or automation using Python, JavaScript or shell scripting

　　Knowledge of ITIL/Lean Processes

　　Effective prioritization and time management skills

　　Ability to work in ambiguous environments

　　Demonstrated critical thinking and logical problem solving skills

　　Experience driving collaborative projects from conception to delivery

　　Acknowledgement of country:

　　In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

　　IDE statement:

　　Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.