Incident Response Engineer — 24x7 Critical Incident Lead

Amazon; Victoria; On-site; AUD 140,000 - 190,000; Full time

Job summary

Amazon is seeking an Incident Management Engineer to join the AWS Support team, focusing on incident response and account ownership for critical workloads. This global role requires leadership during high-stakes incidents, proactive monitoring, and collaboration with engineering to drive operational excellence.

Ideal candidates have strong analytical skills, technology experience, and the ability to communicate with executives.

Qualifications

• Business level Spanish and English, written and spoken.
• 3+ years of Major Incident/Problem Manager experience.
• 5+ years in Support Engineering, Network Engineering, or Solutions Architecture or similar IT role.
• Bachelor’s degree in Computer Science, Information Science/Technology, or related field (or 6+ years of relevant work experience).
• Professional oral and written communication with executives.

Responsibilities

• Drive the resolution of large-scale customer incidents as part of a team rotation.
• Lead critical, complex customer escalations in collaboration with Engineering Teams.
• Provide incident response/management including leading calls with internal/external participants.
• Contribute to Problem Records for customers.
• Conduct real-time proactive monitoring of customer metrics.
• Prioritize and own emerging customer issues from start to finish.
• Monitor communications during high-impact events through relevant channels.
• Collaborate with AWS stakeholders to improve operational excellence.
• Lead projects and teams to drive operational improvements; design SOPs.
• Identify and troubleshoot recurring platform issues and drive improvements.
• Mentor peers in technical and operational strengths.

Skills

Major Incident Mgmt

Problem Management

Support Engineering

Network Engineering

Solutions Architecture

Executive Communication

English Proficiency

Spanish Proficiency

Education

Bachelor’s degree in CS/IT

Tools

ITIL/Lean Processes

Job description

Amazon is seeking an Incident Management Engineer to join the AWS Support team, focusing on incident response and account ownership for critical workloads. This global role requires leadership during high-stakes incidents, proactive monitoring, and collaboration with engineering to drive operational excellence.

Ideal candidates have strong analytical skills, technology experience, and the ability to communicate with executives.