Incident Management Engineer — Critical Cloud Incident Response

Socket.dev; Seattle (WA); On-site; USD 96,000 - 160,000; Full time

Benefits offered by this job

Health insurance

RSUs

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Web Services (AWS) is seeking an Incident Management Engineer to join the Incident Detection and Response team within ASPIRE. You will lead incident response, provide account ownership, and guide customers through critical workloads during major events.

This global role requires outstanding communication and collaboration with Engineering and Support teams. Expect follow-the-sun coverage (8am-4pm GMT+1), weekend work, and holidays as needed to keep AWS customers informed and protected.

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.
• Speak, write, and read fluently in Korean.

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 incident response/management (including leading calls) for customer workloads.
• 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 the customer experience.
• 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 own projects to drive improvements.
• Mentor peers in your areas of technical and operational strength.

Skills

Incident Management

Customer ownership

Leadership communication

Korean language

Education

Bachelor's degree in computer science or equivalent

Tools

VMware

Xen

CI/CD tools

Job description

Amazon Web Services (AWS) is seeking an Incident Management Engineer to join the Incident Detection and Response team within ASPIRE. You will lead incident response, provide account ownership, and guide customers through critical workloads during major events.

This global role requires outstanding communication and collaboration with Engineering and Support teams. Expect follow-the-sun coverage (8am-4pm GMT+1), weekend work, and holidays as needed to keep AWS customers informed and protected.