24/7 Incident Response Engineer – Critical-Impact Ops

Amazon; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Amazon is seeking an Incident Management Engineer to lead critical incident response for AWS customers. The role requires strong analytical acumen, broad technical experience, and excellent communication across all levels of a customer organization.

You will manage 24x7 incident processes, coordinate with engineering teams, and own executive-facing communications while driving operational excellence across the support organization.

Qualifications

• Bachelor's degree in computer science or equivalent.
• Business level English and Korean, written and spoken.
• 3+ years of Major Incident/Problem Manager experience for mission-critical applications.
• 5+ years in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role.
• Bachelor’s degree in CS/IT/Business or related field (or 6+ years of relevant work experience).
• Strong written and verbal communication skills for executive audiences.

Responsibilities

• Drive the resolution of large-scale customer-impacting incidents as part of a team rotation.
• Lead critical escalations in collaboration with Engineering Teams.
• Provide incident response/management including leading calls with participants.
• Contribute to Problem Records for customers.
• Perform real-time proactive monitoring of customer metrics.
• Prioritize and own emerging customer issues from start to finish.
• Monitor communications during high-impact events across channels.
• Collaborate with AWS stakeholders to improve customer experience and operations.
• Lead projects to drive operational improvements and create/update SOPs.
• Identify recurring platform issues and drive improvement projects.
• Mentor peers in technical and operational strengths.

Skills

Incident management

Communication

Leadership

Cross-functional collaboration

Problem solving

Bilingual English/Korean

Strategic thinking

Education

Bachelor's degree in Computer Science / Information Science / Technology or related field

6+ years of relevant work experience in lieu of degree

Job description

Amazon is seeking an Incident Management Engineer to lead critical incident response for AWS customers. The role requires strong analytical acumen, broad technical experience, and excellent communication across all levels of a customer organization.

You will manage 24x7 incident processes, coordinate with engineering teams, and own executive-facing communications while driving operational excellence across the support organization.