Cloud Escalation Specialist

We are seeking a highly skilled Cloud Escalation Specialist to join our team at Amazon Web Services, Inc. As a Cloud Escalation Specialist, you will be responsible for managing critical escalations, customer-facing communications, and handling large-scale customer-impacting events.

• Provide critical incident response and management for customer critical workloads and AWS Service Teams.
• Communicate effectively with AWS Support customers and internal stakeholders on developing and progressing issues.
• Improve key metrics such as mean time to engagement and mean time to communication for all incident types.
• Facilitate Root Cause Analysis and Post Event Reviews to minimize recurrence.
• Collaborate with key stakeholders across AWS to drive improvements in customer experience and develop mechanisms to support and improve E2M's ability to deliver on that objective.
• Analyze data trends on internal tickets, customer contacts, social media, and network and infrastructure monitoring to identify potential issues.
• Develop a broad understanding of AWS architecture and service inter-dependencies.
• Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention.

We are a diverse and inclusive team that values diverse experiences. Even if you don't 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.

• A competitive salary range of $71,100/year to $158,900/year based on geographic location.
• A total compensation package that includes equity, sign-on payments, and other forms of compensation.
• A full range of medical, financial, and/or other benefits.

We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit our website for more information.