AWS Escalation Engineer - Remote Incident Lead

Amazon Inc.; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid work option

Flexible work from home

Office/onsite team events

Job summary

Amazon Web Services (AWS) is seeking an Escalation Engineer (EM) for the E2M team to manage critical incidents and customer communications on a global scale. You will monitor internal tools, coordinate with business and tech leads, and drive restoration of disrupted AWS services while acting as a customer advocate in 24x7 situations; strong technical and communication skills required.

You will collaborate with some of the brightest minds in cloud technologies, focusing on continuous improvement

Qualifications

• 3+ years of network and operating system support experience.
• 3+ years of virtualization, orchestration and cloud computing experience.
• 3+ years of database administration experience.
• 3+ years of software development with object oriented language experience.
• 3+ years of CI/CD experience.
• 3+ years of information security and compliance experience.
• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.

Responsibilities

• Provide critical incident response/management for customer’s critical workloads and AWS Service Teams.
• Provide concise and timely communication on developing and progressing issues to AWS Support customers, as well as internal stakeholders.
• Work to improve metrics such as mean time to engagement and mean time to communication for all incident types.
• Facilitate Root Cause Analysis and Post Event Reviews after each event to minimise recurrence.
• Work with key stakeholders across AWS as advocates on behalf of customers to drive improvements in their AWS experience and develop mechanisms that support and improve E2M’s ability to deliver on that objective.
• Analyse data trends on internal tickets, customer contacts, social media, and network and infrastructure monitoring to identify potential issues.
• Build a broad understanding of AWS architecture and service inter-dependencies.
• Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention.

Skills

Networking

Operating systems

Virtualization

Cloud computing

Database administration

Software development (OO)

CI/CD

Information security

Education

Bachelor's degree in computer science or equivalent

Job description

Amazon Web Services (AWS) is seeking an Escalation Engineer (EM) for the E2M team to manage critical incidents and customer communications on a global scale. You will monitor internal tools, coordinate with business and tech leads, and drive restoration of disrupted AWS services while acting as a customer advocate in 24x7 situations; strong technical and communication skills required.

You will collaborate with some of the brightest minds in cloud technologies, focusing on continuous improvement