Bilingual Incident Management Engineer (E2M) - English & Japanese speaking, Incident Detection and Response
Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.
The Escalation and Event Management (E2M) team is part of the broader AWS Support organization and is dedicated to managing critical escalations, customer-facing communications, and handling large-scale customer impacting events. E2M’s purpose is to drive operational excellence and improvements to the overall customer experience.
ABOUT YOU Incident Management Engineers have a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, strategic account ownership, and a propensity to dive deep to solve complex problems. You will also have a passion for creating/providing a world-class experience for our customers. The candidate must understand the competitive and industry landscape and must have the leadership presence and communication skills to effectively work with customers at all levels of their organization. You must be a self-starter and able to execute at both a tactical and strategic level – with a strong attention to detail. This is a global role that requires excellent written and verbal communication skills and a passion and desire for leading the resolution of critical incidents.
ABOUT THE ROLE AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to provide incident response and account ownership. In this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement, and incident management for our customers.
Key job responsibilities Drive the resolution of large scale customer impacting incidents as part of a team rotation. Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams. Provide critical incident response/management (including leading calls with internal/external participants) for customer’s critical 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 and develop mechanisms that support operational excellence. 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. Perform other duties as required by the organization.
Basic Qualifications
Fluent in Japanese and English. 5+ years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications. 3+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role. Bachelor’s degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience).
Preferred Qualifications
Industry specific accredited certification(s) such as the AWS Associate level certifications. Familiarity with Cloud services with a focus on high availability and fault tolerant design. Experience with data manipulation and/or automation using Python, JavaScript or shell scripting. Ability to work in ambiguous environments and drive collaborative projects from conception to delivery. Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. #J-18808-Ljbffr
Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.
The Escalation and Event Management (E2M) team is part of the broader AWS Support organization and is dedicated to managing critical escalations, customer-facing communications, and handling large-scale customer impacting events. E2M’s purpose is to drive operational excellence and improvements to the overall customer experience.
ABOUT YOU Incident Management Engineers have a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, strategic account ownership, and a propensity to dive deep to solve complex problems. You will also have a passion for creating/providing a world-class experience for our customers. The candidate must understand the competitive and industry landscape and must have the leadership presence and communication skills to effectively work with customers at all levels of their organization. You must be a self-starter and able to execute at both a tactical and strategic level – with a strong attention to detail. This is a global role that requires excellent written and verbal communication skills and a passion and desire for leading the resolution of critical incidents.
ABOUT THE ROLE AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to provide incident response and account ownership. In this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement, and incident management for our customers.
Key job responsibilities Drive the resolution of large scale customer impacting incidents as part of a team rotation. Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams. Provide critical incident response/management (including leading calls with internal/external participants) for customer’s critical 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 and develop mechanisms that support operational excellence. 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. Perform other duties as required by the organization.
Basic Qualifications
Fluent in Japanese and English. 5+ years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications. 3+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role. Bachelor’s degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience).
Preferred Qualifications
Industry specific accredited certification(s) such as the AWS Associate level certifications. Familiarity with Cloud services with a focus on high availability and fault tolerant design. Experience with data manipulation and/or automation using Python, JavaScript or shell scripting. Ability to work in ambiguous environments and drive collaborative projects from conception to delivery. Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. #J-18808-Ljbffr
