Incident Management Engineer II - bilingual (Mandarin & English), AWS Incident Detection and Re ...

Incident Management Engineer II - bilingual (Mandarin & English), AWS Incident Detection and Response

The AWS Incident Detection and Response team is part of the ASPIRE organisation 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 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.

Incident Management Engineers have a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, strategic account ownership and a propensity to dive deeply to solve complex problems. They will also have a passion for creating and providing a world class experience for our customers, understand the competitive and industry landscape, and have the leadership presence and communication skills to effectively work with customers at all levels of their organization. The role requires a self starter who can execute at both tactical and strategic levels with strong attention to detail, excellent written and verbal communication skills, and a passion for leading the resolution of critical incidents. The candidate must be passionate about technology, eager to learn more, and committed to doing more with AWS.

As a support professional, you will provide incident response and account ownership during moments that matter for our most critical customers. The position plays a pivotal role in communication, emergency response, technical resolver engagement, and incident management for customers. IMEs work the core hours of 8 am-4 pm GMT+1 and are required to work some weekends and public holidays.

Key job responsibilities

• Drive the resolution of large scale customer impacting incidents as part of a team rotation
• Drive critical, complex customer escalations in technically challenging situations in collaboration with Engineering Teams
• Provide critical incident response and management, including leading calls with internal and external participants for customers' 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 and influence new standard operating procedures
• Identify and troubleshoot recurring platform issues and own projects to drive improvements
• Mentor peers in technical and operational strength
• Perform other duties as required by the organization

Basic Qualifications

• Bachelor's degree in computer science or equivalent, or experience in technical support
• Experience in network and operating system support
• Experience with database administration
• Experience in information security and compliance
• Experience with continuous integration and continuous delivery
• Experience in software development with an object oriented language

Preferred Qualifications

• Bachelor's degree

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