Cloud Incident Manager — Customer-Focused Responder

Amazon Web Services (AWS); Dublin; On-site; EUR 70,000 - 100,000; Full time

Job summary

Amazon Web Services (AWS) in Dublin is seeking an Incident Management Engineer to lead critical incident response for enterprise workloads and own customer account ownership. You will coordinate cross-functional teams, drive incident resolution, and manage executive communications in a global, follow-the-sun environment.

Successful candidates will have a strong background in incident management, strategic and tactical execution, and a passion for delivering world-class customer experiences.

Qualifications

• Bachelor's degree in computer science or equivalent.
• Business level Korean and English, verbal and written.
• 3+ years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications.
• 5+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role.
• Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s).

Responsibilities

• Drive the resolution of large-scale customer incidents as part of a team rotation.
• Lead critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
• Provide critical incident response/management (including leading calls with internal/external participants) for customer’s critical workloads.
• Contribute to Problem Records for customers.
• Monitor real-time proactive monitoring of customer metrics and manage communications during high-impact events.
• Collaborate with key AWS stakeholders to improve customer experience and operational excellence.
• Lead projects and teams to drive operational improvements.
• Create and review documentation; design/influence standard operating procedures.

Skills

Analytical thinking

Communication skills

Leadership presence

Customer-focused

Self-starter

Education

Bachelor's degree in Computer Science or equivalent

Bachelor's degree in related field or 6+ years experience

Job description

Amazon Web Services (AWS) in Dublin is seeking an Incident Management Engineer to lead critical incident response for enterprise workloads and own customer account ownership. You will coordinate cross-functional teams, drive incident resolution, and manage executive communications in a global, follow-the-sun environment.

Successful candidates will have a strong background in incident management, strategic and tactical execution, and a passion for delivering world-class customer experiences.