Lead Incident Manager, Cloud Operations

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

Benefits offered by this job

Health insurance

RSUs

Paid time off

Job summary

Amazon Web Services (AWS) is seeking a seasoned Incident Management Engineer to join the Incident Detection and Response team. You will lead incident response, ownership of customer workloads, and cross-functional collaboration with engineering to reduce incident duration and impact.

The role requires strong analytical skills, excellent communication, and a proactive approach to problem-solving across global, time-zone-spanning teams.

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 in Mandarin (speaking, reading, 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 incident response and management for customer workloads.
• Contribute to Problem Records for customers.
• 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.
• Collaborate with AWS stakeholders 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 recurring platform issues and own improvement projects.
• Mentor peers in technical and operational strength.
• Perform other duties as required by the organization.

Skills

Network support

OS support

Information security

Distributed computing

Mandarin fluency

Education

Bachelor's degree in computer science or equivalent

3+ years technical support experience

Tools

VMware

Xen

CI/CD tools

Database administration

Cloud computing

Job description

Amazon Web Services (AWS) is seeking a seasoned Incident Management Engineer to join the Incident Detection and Response team. You will lead incident response, ownership of customer workloads, and cross-functional collaboration with engineering to reduce incident duration and impact.

The role requires strong analytical skills, excellent communication, and a proactive approach to problem-solving across global, time-zone-spanning teams.