Incident Management Specialist

2 weeks ago

Herndon, Virginia, United States Amazon Full time
About the Role

We are seeking a highly skilled Incident Management Engineer to join our team at Amazon Web Services (AWS). As a key member of our Escalation and Event Management (E2M) team, you will play a critical role in managing critical escalations, customer-facing communications, and handling large-scale customer-impacting events.

Key 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
About the Team

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.

What We Offer
  • A dynamic and inclusive work environment
  • Opportunities for career growth and professional development
  • A competitive compensation package, including equity and sign-on payments
  • A comprehensive benefits program, including medical, financial, and other benefits
Requirements
  • Speak, write, and read fluently in Japanese
  • 3+ years of technical support experience
  • Bachelor's degree
  • Knowledge of distributed computing environments
  • Experience with AWS services and/or other cloud offerings

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