Cloud Incident Response Lead – 24x7 On-Call

Amazon Web Services, Inc.; Seattle (WA); On-site; USD 140,000 - 190,000; Full time

Job summary

Amazon Web Services, Inc. is seeking an Incident Management Engineer to lead the response to critical customer incidents and drive escalation management for our most important workloads.

This role requires strong analytical skills, deep technical background, and exceptional communication to coordinate with customers and internal teams. The position operates in a follow-the-sun model with core hours 8am-4pm GMT+1 and occasional weekend/public holiday coverage.

Qualifications

• Must demonstrate strong analytical acumen and solid technology experience.
• Outstanding written and verbal communication skills for engaging with customers at all levels.
• Leadership presence with the ability to own and drive incidents cross-functionally.
• Self-starter who can execute at tactical and strategic levels under pressure.

Responsibilities

• Drive resolution of large-scale customer-impacting 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 participants.
• Contribute to Problem Records for customers and maintain real-time metrics.
• Monitor communications during high-impact events and coordinate with AWS stakeholders.
• Mentor peers and lead projects to improve operational excellence and documentation.
• Develop and review SOPs to prevent recurrence and improve responses.
• Perform other duties as required by the organization.

Skills

Analytical thinking

Communication

Leadership

Self-motivation

Customer focus

Job description

Amazon Web Services, Inc. is seeking an Incident Management Engineer to lead the response to critical customer incidents and drive escalation management for our most important workloads.

This role requires strong analytical skills, deep technical background, and exceptional communication to coordinate with customers and internal teams. The position operates in a follow-the-sun model with core hours 8am-4pm GMT+1 and occasional weekend/public holiday coverage.