Incident Manager (E2M) Amazon
Seattle, WA

Job Description

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

AWS Support is looking for a smart, enthusiastic, and creative leader with a strong background in Incident Management to be there during the moments that matter for our most demanding customers. We are looking for a Major Incident Manager to join our Escalations and (Critical) Events Management Team (E2M) to provide incident response.

The ideal candidate will clearly be passionate about the large opportunity that the cloud (AWS) space presents, with a track record of success leading incident management technical calls driving towards service restoration. You are a strong leader who possesses a high level of judgment, can see through the noise during critical incidents, communicate clearly and compellingly and who understands how to drive a high level of focus and excellence with a strong, talented, driven team of technical resolvers. In this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement and incident management for our customers.

Responsibilities:

* Monitor, trend analysis on customer support issues, and diagnosis of service impacting incident(s)
* Leader major incident calls for critical customer workloads
* Contribute to Problem Records for specific customers
* Conduct continuous real-time monitoring of incoming alarms
* Prioritize, manage, and own emerging and developing customer issues from start to finish
* Provide critical incident response/management for AWS Engineering Teams
* Monitor and manage communications during high impact events via relevant channels
* Collaborate with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
* Drive down mean time to engagement and resolution for all incident types
* Provide crisp and timely communication on developing issues to relevant stakeholders
* Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
* Deliver customer impairment reports for relevant stakeholders
* Perform other duties as required by the organization
* Manage support for incident management tools continuous process improvement