AWS Escalation Engineer, Health and Event ManagementJob ID: 2834732 | Amazon Web Services EMEA SARL (Irish Branch)
Amazon 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.
The Health and Event Management (HEM) team is part of the broader AWS Support organization and is responsible for managing critical escalations, executing customer-facing operational communications, handling large-scale customer impacting events and supporting the AWS Health service. HEM's purpose is to drive operational excellence and improvements to the overall customer experience.
HEM is looking for people who are detailed, analytical thinkers as well as creative problem solvers, with a strong bias for action. You are someone who is not constrained by the notion of "how things are usually done". You are equally comfortable operating in the minute detail, as well as with coordinating efforts at the forty thousand foot view. You confidently advocate for customers and are comfortable working on highly technical initiatives to consistently improve the AWS customer experience. You are someone who excels at working in a dynamic environment while collaborating with some of the smartest people in the industry, and you get excited about owning critical infrastructure services that serve global customers, every second of the day! Finally, you are passionate about technology with a desire to learn more and do more with AWS.
Key job responsibilitiesEvery day will bring new and exciting opportunities that include elements of:
Supporting external customers to successfully integrate with and consume operational information from the AWS Health serviceWork with AWS Health Engineering team to improve the customer experience for operational notifications that HEM sends on behalf of other AWS servicesPartner with AWS Service Teams to craft communications, help to identify and remove technical ambiguityExecute planned operational communications to customers in accordance with AWS communication tenets and style guidesProvide clear, concise and timely communication on work items to relevant internal stakeholdersBuild a broad understanding of AWS services, service inter-dependencies and customer use cases to improve the customer experience and operational excellenceFacilitating post mortems of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes.Other duties as required by the organizationBASIC QUALIFICATIONS- 3+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role OR
- 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)
PREFERRED QUALIFICATIONS- Familiarity with Cloud services with a focus on high availability and fault tolerant design
- Knowledge of ITIL/Lean Processes and an ability to work in ambiguous environments
- Demonstrated critical thinking and logical problem solving skills
- Experience with data manipulation and/or automation using Python, JavaScript or shell scripting
- Excellent English Technical writing skills
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.
Posted: October 31, 2024 (Updated 33 minutes ago)
#J-18808-Ljbffr