Amazon Incident Management Engineer ES2 

United States, Washington, Seattle 

572580546

ABOUT YOU
ABOUT THE ROLE
.*** Please note for this position, the core business hours of operation while in Daylight Time are from 8am-4pm PDT (10am-6pm CDT, 11am-7pm EDT). You can be located in any hub location time zone within the US but please only apply to this position if you are able to accommodate these core hours and periodic weekend coverage on a rotational basis (Tuesday-Saturday or Sunday-Thursday schedule when assigned, maintaining five-day work week). ***Key job responsibilities
Every day will bring new and exciting challenges that include elements of:* 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
* Perform other duties as required by the organizationDiverse 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.
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 engineering, technology, computer science, machine learning, robotics, operations research, statistics, mathematics or equivalent quantitative field, or 4+ years of relevant technical position experience
- 3+ years of technical support experience

- Excellent written and oral English communication skills
- Industry specific accredited certification(s) such as AWS Associate level certifications
- Experience creating or designing cloud application architectures with a focus on high availability and fault tolerance
- Experience with data manipulation and/or automation using Python, JavaScript or shell scripting
- Effective prioritization and time management skills
- Ability to work in ambiguous environments
- Demonstrated critical thinking and logical problem solving skills
- Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies
- Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making