Bilingual Incident Response Engineer — Korean/English

Amazon Web Services; Sydney; Presencial; AUD 140.000 - 200.000; Jornada completa

Descripción de la vacante

Amazon Web Services (AWS) is seeking an Incident Management Engineer (Korean/English bilingual) to own incident response and customer ownership for Enterprise Support customers. You will lead calls, coordinate with engineering teams, and drive resolution of critical incidents on a global, follow-the-sun basis.

You will monitor real-time metrics, contribute to problem records, and mentor peers while maintaining a strong focus on customer experience and operational excellence across AWS services.

Formación

• Business level Korean and English, verbal and written.
• 5+ years of Major Incident / Problem Manager experience.
• 5+ years in Support Eng, Network Eng, or similar IT role.
• Bachelor’s degree in CS/IT or related field (or 6+ years’ experience).
• Professional oral and written communication skills, including executive audiences.

Responsabilidades

• Drive resolution of large-scale customer incidents as part of a rotation.
• Lead critical, complex customer escalations with engineering teams.
• Provide incident response/management, including leading calls.
• Contribute to Problem Records for customers.
• Monitor customer metrics in real time and manage issues end-to-end.
• Communicate during high-impact events via key channels.
• Collaborate across AWS to improve customer experience and ops.
• Lead projects to drive operational improvements and document SOPs.
• Mentor peers and take on additional duties as required.

Conocimientos

Korean & English

Major Incident Mgmt

IT support experience

Executive communication

Educación

Bachelor's degree in CS/IT

Descripción del empleo

Amazon Web Services (AWS) is seeking an Incident Management Engineer (Korean/English bilingual) to own incident response and customer ownership for Enterprise Support customers. You will lead calls, coordinate with engineering teams, and drive resolution of critical incidents on a global, follow-the-sun basis.

You will monitor real-time metrics, contribute to problem records, and mentor peers while maintaining a strong focus on customer experience and operational excellence across AWS services.