Incident Management Engineer, Incident Detection and Response

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

The AWS Incident Detection and Response team is part of the ASPIRE organization within AWS Support and is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and to accelerate recovery of critical workloads from disruption. We achieve these objectives by working closely with customers to develop runbooks and response plans customized to the context of each workload onboarded to the service. Onboarded workloads are monitored 24x7 by a team of Incident Management Engineers (IMEs) to detect and engage customers on a call bridge within 5 minutes of a critical alarm.

AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for an Incident Management Engineer to join our team to provide incident response and account ownership. In this position you will play a pivotal role in providing communication, emergency response, technical resolver engagement, and incident management for our customers.

This is a global role that requires excellent written and verbal communication skills and a passion and desire for leading the resolution of critical incidents. Your decisions are not only fundamental to helping protect our most critical customers but will help maintain the health of AWS customers worldwide.

Please note, as a follow-the-sun organization, successful applicants will be required to work some weekends (Sunday to Thursday or Tuesday to Saturday) and public holidays.

• Key job responsibilities
• •Drive the resolution of large scale customer impacting incidents or 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
• •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
• •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
• Amazon 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.

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Basic qualifications

• - Experience in communication and presentation skills, both written and verbal in Portuguese & English
• - 3+ years of systems engineering, or 3+ years of technical support experience
• - Bachelor's degree in a relevant field or equivalent work experience
• - 3+ years demonstrable Major Incident/Problem Management Experience for organizations that run mission critical applications

Preferred qualifications

• - AWS Associate level certification, or AWS Professional level certification
• - Knowledge of Lean methodologies
• - Knowledge of distributed and service-oriented architectures
• - Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.