Amazon Support Services Costa Rica SRL
Technology
IncidentManagementEngineer,IncidentDetectionandResponse
Neural analysis suggests this role is
optimal for Mid candidates.
“Incident Management Engineer, Incident Detection and Response at Amazon Support Services Costa Rica SRL. Skills: Incident Management, Incident Response, Customer Engagement. Drive resolution large scale incidents. Provide critical incident response”
What You'll Achieve.
Reduce potential for failure; Accelerate recovery critical workloads; Detect engage customers 5 minutes; Engage customers call bridge 5 minutes
Industry & Context.
Troubleshoot recurring issues
Work weekends, Work public holidays
What They're Looking For.
Must Have
Speak, write, read fluently Spanish, 3+ years systems engineering, 3+ years technical support, Bachelor's degree equivalent, Experience English communication, 3+ years Major Incident/Problem Management
Nice to Have
AWS Associate level certification, AWS Professional level certification, Knowledge Lean methodologies, Knowledge distributed architectures, Knowledge service-oriented architectures, Review complex technical details, Convey key details senior stakeholders
What You'll Do.
Drive resolution large scale incidents
Provide critical incident response
Lead calls internal/external participants
Monitor manage communications high impact events
Collaborate key stakeholders AWS
Improve customer experience
Develop mechanisms support operational excellence
Create review design procedures
Influence new standard operating procedures
Identify troubleshoot recurring platform issues
Own projects drive improvements
Mentor peers technical strength
Mentor peers operational strength
How You'll Work.
Team & Collaboration
Engineering Teams; Key stakeholders AWS
Communication Scope
Written communication; Verbal communication
Full Job Description
The AWS Incident Detection and Response team is part of the ASPIRE organization 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. 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. 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. Please note as a follow-the-sun organization. Successful applicants will be required to work some weekends (Sunday to Thursday, or Tuesday to Saturday), and public holidays. Key job responsibilities - Drive the resolution of large scale customer impacting incidents or 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 - Monitor and manage communicatio
Applying for this Incident Management Engineer, Incident Detection and Response role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Amazon Support Services Costa Rica SRL?
Real rants from real employees. Read before you apply.