Amazon Escalation Engineer EM & Event 

United States, Washington, Seattle 

337997626

ABOUT YOU
ABOUT THE ROLE
Every day will bring new and exciting opportunities that include:
* Providing critical incident response/management (including leading calls with internal/external participants) for customer’s critical workloads and AWS Service Teams.
* Provide concise and timely communication on developing and progressing issues to AWS Support customers, as well as internal stakeholders.
* Work to improve important metrics such as ‘mean time to engagement’ and ‘mean time to communication’ for all incident types.
* Facilitate Root Cause Analysis and Post Event Reviews after each event to minimize recurrence.
* Work with key stakeholders across AWS as advocates on behalf of customers to drive improvements in their AWS experience and develop mechanisms that 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.
* Build 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.Key job responsibilities
Every day will bring new and exciting opportunities that include:
* Providing critical incident response/management (including leading calls with internal/external participants) for customer’s critical workloads and AWS Service Teams.
* Provide concise and timely communication on developing and progressing issues to AWS Support customers, as well as internal stakeholders.
* Work to improve important metrics such as ‘mean time to engagement’ and ‘mean time to communication’ for all incident types.
* Facilitate Root Cause Analysis and Post Event Reviews after each event to minimize recurrence.
* Work with key stakeholders across AWS as advocates on behalf of customers to drive improvements in their AWS experience and develop mechanisms that 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.
* Build 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.About the team
Diverse Experiences
AWS 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.Mentorship & Career Growth
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.Work/Life Balance

- Bachelor’s degree in Computer Science, Engineering, Mathematics.
- 2+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role, Technical Operations or Support focused on cloud infrastructure.

- Industry specific certification(s) such as the AWS Solutions Architect Associate Certification or higher.
- 2+ years Incidence or Problem Management experience for either on-prem or Cloud based infrastructure.
- Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies.
- Experience creating or designing cloud application architectures with a focus on high availability.
- Experience with the creation and usage of JavaScript, Powershell, and/or BASH scripting.
- Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders, including recommendations, to facilitate real-time decision making.
- Excellent written and oral English communication skills.