Cloud Incident Manager & Technical Lead

Amazon Web Services (AWS); Dallas (TX); On-site; USD 96,000 - 160,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Job summary

Amazon Web Services, Inc. seeks an Incident Management Engineer to lead incident response for critical AWS workloads and own customer engagements. You will manage communications, coordinate with engineering teams, and drive continuous improvements in incident handling.

The role requires strong analytical and leadership skills, Mandarin fluency, and a passion for delivering world-class customer experiences. Core hours are 8am–4pm PST, with weekend and holiday work as needed.

Qualifications

• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
• Experience in network and operating system support.
• Experience in information security and compliance.
• Knowledge of distributed computing environments.
• Fluent Mandarin (speaking, reading and writing).

Responsibilities

• Drive the resolution of large scale customer impacting incidents as part of a team rotation.
• Drive critical, complex customer escalations in collaboration with Engineering Teams.
• Provide critical incident response/management for customer workloads, including leading calls with participants.
• Contribute to Problem Records for customers.
• Conduct continuous real-time proactive monitoring of customer metrics.
• Prioritize, manage, and own emerging and developing customer issues from start to finish.
• Monitor and manage communications during high impact events via relevant channels.
• Collaborate with key stakeholders across AWS to improve customer experience and operational excellence.
• Lead projects and teams to drive operational improvements.
• Create and review documentation; design/influence new standard operating procedures.
• Identify and troubleshoot recurring platform issues and drive improvements.
• Mentor peers in technical and operational strength.
• Perform other duties as required by the organization.

Skills

Incident management

Analytical thinking

Communication skills

Mandarin fluency

Education

Bachelor's degree in computer science or equivalent

Tools

VMware

Xen

Hypervisors

Job description

Amazon Web Services, Inc. seeks an Incident Management Engineer to lead incident response for critical AWS workloads and own customer engagements. You will manage communications, coordinate with engineering teams, and drive continuous improvements in incident handling.

The role requires strong analytical and leadership skills, Mandarin fluency, and a passion for delivering world-class customer experiences. Core hours are 8am–4pm PST, with weekend and holiday work as needed.