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Cloud Incident Resolution Specialist

3 weeks ago

Johannesburg, Gauteng, South Africa Amazon Full time
About Amazon

At Amazon, we are committed to delivering the best possible experience for our customers. Our teams work together to innovate and improve our services, ensuring that our customers have access to a wide range of products and services that meet their needs.

Job Description

We are seeking an experienced Incident Management Engineer to join our team. As an Incident Management Engineer, you will play a critical role in responding to and resolving incidents that impact our customers' experiences. You will work closely with cross-functional teams to identify root causes, implement solutions, and ensure that our systems are running smoothly.

Key Responsibilities:

  • 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
Requirements

To be successful in this role, you will need:

  • 5+ years of experience in a similar role
  • 3+ years of virtualization, orchestration, and cloud computing (e.g., Hypervisors, VMware, Xen) experience
  • 3+ years of network and operating system support experience
  • Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
Preferred Qualifications

Industry-specific accredited certification(s) such as AWS Associate level certifications, Familiarity with Cloud services, Ability to work in ambiguous environment and drive collaborative projects from conception to delivery