Global Incident Manager (Korean/English)

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

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Web Services, Inc. is seeking an Incident Management Engineer to lead incident response for our most critical customers. You will own account incidents, drive communication, and coordinate with engineering teams during major events.

The role requires strong analytical skills, excellent written and verbal communication, and the ability to work across global teams. Expect rotating shifts, weekend work, and holidays in a follow-the-sun setup.

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.
• Fluency in Korean (spoken, read, and written).

Responsibilities

• Drive the 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 for customer's critical workloads.
• 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 and manage communications during high impact events.
• Collaborate with AWS stakeholders to improve customer experience.
• Lead projects to drive operational improvements.
• Create and review documentation and SOPs.
• Identify and troubleshoot recurring platform issues and drive improvements.
• Mentor peers in technical and operational strength.

Skills

Incident Management

Customer ownership

Analytical skills

Communication skills

Leadership

Education

Bachelor's degree in computer science or equivalent

Tools

Hypervisors (VMware, Xen)

CI/CD

Job description

Amazon Web Services, Inc. is seeking an Incident Management Engineer to lead incident response for our most critical customers. You will own account incidents, drive communication, and coordinate with engineering teams during major events.

The role requires strong analytical skills, excellent written and verbal communication, and the ability to work across global teams. Expect rotating shifts, weekend work, and holidays in a follow-the-sun setup.