Global Major Incident Manager - Lead Critical Escalations

Amazon Inc.; Herndon (VA); Sur place; USD 96 000 - 160 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) matching

Paid time off

RSUs

Résumé du poste

Amazon Inc. is seeking an Incident Management Engineer to lead major incidents for AWS Support, coordinating with Engineering teams and stakeholders across regions.

This global role requires strong analytical skills, technical background, and the ability to manage critical workloads with proactive monitoring and clear communications. You will drive escalation resolution, collaborate on executive-level communications in English and Japanese, and mentor peers while adapting to a follow-the-sun

Qualifications

• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
• Fluent in Japanese (spoken, written, and reading).
• Experience in network and OS support.
• Experience in information security and compliance.
• Knowledge of distributed computing environments.
• Experience with continuous integration and continuous delivery.
• Experience in software development with object oriented language.
• Experience with virtualization, orchestration and cloud computing (Hypervisors, VMware, Xen).
• Experience with database administration.
• Professional oral and written communication skills in English and Japanese.

Responsabilités

• Drive the resolution of large-scale customer impacting 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 for customers' critical workloads (leading calls with participants).
• Contribute to problem records for customers and maintain real-time proactive monitoring of metrics.
• Prioritize, manage, and own emerging customer issues from start to finish; monitor communications during high-impact events.
• Collaborate with AWS stakeholders to drive operational improvements and lead projects.

Connaissances

Incident management

Strong communication

Leadership

Analytical thinking

Japanese language

Formation

Bachelor's degree in computer science or equivalent

Outils

Hypervisors (VMware, Xen)

VMware

Xen

CI/CD

Object-oriented programming

Database administration

Description du poste

Amazon Inc. is seeking an Incident Management Engineer to lead major incidents for AWS Support, coordinating with Engineering teams and stakeholders across regions.

This global role requires strong analytical skills, technical background, and the ability to manage critical workloads with proactive monitoring and clear communications. You will drive escalation resolution, collaborate on executive-level communications in English and Japanese, and mentor peers while adapting to a follow-the-sun