Bilingual Incident Management Engineer (E2M) - English & Japanese speaking, Incident Detection and ResponseJob ID: 2775500 | 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 Escalation and Event Management (E2M) team is part of the broader AWS Support organization and is dedicated to managing critical escalations, customer facing communications, and handling large-scale customer impacting events. E2M's purpose is to drive operational excellence and improvements to the overall customer experience.
ABOUT YOU 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 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 ROLE 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 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 responsibilities Drive the resolution of large scale customer impacting incidents as part of a team rotationDrive 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 workloadsContribute to Problem Records for customersConduct continuous real-time proactive monitoring of customer metricsPrioritize, manage, and own emerging and developing customer issues from start to finishMonitor and manage communications during high impact events via relevant channelsCollaborate with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellenceLead projects and teams to drive operational improvementsCreate and review documentation; design/influence new standard operating proceduresIdentify and troubleshoot recurring platform issues and own projects to drive improvementsMentor peers in your areas of technical and operational strengthPerform other duties as required by the organizationDemonstrable excellent communication skills (written and verbal), preferably in both English and Japanese.A day in the life AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
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.
BASIC QUALIFICATIONS Fluent in Japanese and English5+ years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications3+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role.Bachelor's degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience)PREFERRED QUALIFICATIONS Industry specific accredited certification(s) such as the AWS Associate level certificationsFamiliarity with Cloud services with a focus on high availability and fault tolerant designExperience with data manipulation and/or automation using Python, JavaScript or shell scriptingAbility to work in ambiguous environments and drive collaborative projects from conception to deliveryAbility to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision makingAmazon 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. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.
Posted: September 18, 2024
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