About UsAmazon has built a reputation for excellence with a mission to be the earth's most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.Please note for this position, the core business hours of operation are from 8am-5pm SAST. Please only apply to this position if you are able to accommodate these core hours.About YouIncident 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 deep to solve complex problems. You will also have a passion for creating/providing a world-class experience for our customers. The candidate must understand the competitive and industry landscape and must have the leadership presence and communication skills to effectively work with customers at all levels of their organization. You must be a self-starter and able to execute at both a tactical and strategic level – with a strong attention to detail. 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.Finally, you are passionate about technology with a desire to learn more and do more with AWS.About the RoleAWS 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 a Major Incident Manager 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.Key Job ResponsibilitiesEvery day will bring new and exciting challenges that include elements of:Drive the resolution of large scale customer impacting incidents as part of a team rotation.Drive critical, complex customer 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.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 virtual 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 organization.Work/Life BalanceWe value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture.Inclusive Team CultureHere at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences.Mentorship and Career GrowthWe'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.Minimum Qualifications3+ years of network and operating system support experience.3+ years of virtualization, orchestration and cloud computing (e.g., Hypervisors, VMware, Xen) experience.Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.Preferred QualificationsIndustry specific accredited certification(s) such as AWS Associate level certification.Familiarity with Cloud services.Ability to work in ambiguous environment and drive collaborative projects from conception to delivery.Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.
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