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Amazon Escalation Engineer EM AWS Support Australia, New South Wales, Sydney 522413372
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ABOUT YOU
ABOUT THE ROLEEvery day will bring new and exciting opportunities that include:- 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 minimise recurrence- Analyse 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
**Please note, the core hours of our ‘follow the sun’ coverage model are from 9:00am-3:00pm AEST (10:00am-4:00pm AEDT Daylight Savings Time). You can be located in any time zone within Australia but please only apply to this position if you are able to accommodate these core hours.**
BASIC QUALIFICATIONS
- 5+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role
- 5+ years of experience in technical operations or support focused on cloud infrastructure
- Tertiary qualification/Bachelor’s Degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field (or 6+ years of relevant work experience)
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