Escalation Engineer (EM), AWS Support, Escalation and Event Management

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

Escalation Engineer (EM), AWS Support, Escalation and Event Management

Would you like the opportunity for the work you do every day to have an impact on a global scale? To work in close knit and supportive team and advocating for the very best for your customers? Read on...

ABOUT US

The Escalation and Event Management (E2M) team, part of the Amazon Web Services (AWS) Support organisation, is dedicated to managing critical escalations, customer facing communications, and handling large-scale customer impacting events. E2M’s purpose is to drive operational excellence and improvements to the overall customer support experience.

Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company. A company that customers from around the world will recognise, value, and trust, for our broad selection of products and services and the convenience they provide. AWS continues in that tradition, leading the world in cloud technologies.

Amazon offers the flexibility to work in office or from home. Employees will be required to reside within a commutable distance of the office they are assigned to. Employees working from home are encouraged to work with their teams to attend an office from time to time for team building, significant training, or other occasional events that may take place.

ABOUT YOU

E2M is looking for people who are detailed, analytical thinkers as well as creative problem solvers, with a strong bias for action. You are someone who is not constrained by the notion of “how things are usually done”. You are equally comfortable operating in the minute detail, and coordinating our efforts at the forty thousand foot view.

You confidently act as an advocate of behalf of AWS customers, maintaining composure and leadership in some very dynamic and high pressure situations. You are excited about owning critical infrastructure services, those that serve global customers, 24x7 and relish the opportunity to work on technical initiatives that drive continuous improvement in the Support experience of those customers. All this while collaborating with some of the smartest people in the industry!

Ultimately you are passionate about technology and demonstrate a strong desire to learn more and do more with AWS.

ABOUT THE ROLE

As part of the E2M ‘Event Management’ team, we work to identify widespread and or systemic customer facing problems for Amazon Web Services. We are responsible for monitoring internal tools to identify customers impacting issues. When a issue is identified, we ensure the appropriate business and technology leaders, and their teams, are engaged to drive the restoration of disrupted AWS services and act as an advocate of the customer to both report on and manage the customer experience. Because of our unique role as Escalation Engineers, we have limitless exposure to all things AWS, including numerous leading edge technologies.

Key job responsibilities

Every day will bring new and exciting opportunities that include:

• Providing critical incident response/management (including leading calls with internal/external participants) 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 important 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

About the team

The Escalation and Event Management (E2M) team, part of the Amazon Web Services (AWS) Support organisation, is dedicated to managing critical escalations, customer facing communications, and handling large-scale customer impacting events. E2M’s purpose is to drive operational excellence and improvements to the overall customer support experience.

Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company. A company that customers from around the world will recognise, value, and trust, for our broad selection of products and services and the convenience they provide. AWS continues in that tradition, leading the world in cloud technologies.

Amazon offers the flexibility to work in office or from home. Employees will be required to reside within a commutable distance of the office they are assigned to. Employees working from home are encouraged to work with their teams to attend an office from time to time for team building, significant training, or other occasional events that may take place.

Qualifications

• 3+ years of network and operating system support experience
• 3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience
• 3+ years of database administration experience
• 3+ years of software development with object oriented language experience
• 3+ years of continuous integration and continuous delivery (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