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

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 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 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.

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 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.

Please note as a follow-the-sun organisation, IMEs work the core hours of 8am-4pm GMT+1. Successful applicants will be required to work some weekends (Sunday to Thursday, or Tuesday to Saturday), and public holidays.

Key job responsibilities
Every 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 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

About the team
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the 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.

Inclusive Team Culture
Here 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. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’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.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Basic Qualifications

- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
- Experience in network and operating system support
- Experience in information security and compliance
- Knowledge of distributed computing environments
- Speak, write, and read fluently in Mandarin

Preferred Qualifications

- Experience with continuous integration and continuous delivery
- Experience in software development with object oriented language
- Experience with virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen)
- Experience with database administration
- Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s) in both English and Mandarin.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TX, Dallas - 95,600.00 - 160,000.00 USD annually
USA, VA, Herndon - 95,600.00 - 160,000.00 USD annually
USA, WA, Seattle - 95,600.00 - 160,000.00 USD annually