Incident Management Engineer (Bilingual English/Japanese Speaker), AWS Incident Detection and Response

World's most comprehensive and broadly adopted cloud platform, pioneering cloud computing and continuous innovation.
$120,000 - $180,000
Cloud
Senior Software Engineer
In-Person
5,000+ Employees
5+ years of experience
Enterprise SaaS · Cloud

Description For Incident Management Engineer (Bilingual English/Japanese Speaker), AWS Incident Detection and Response

AWS Support is seeking an Incident Management Engineer for their Incident Detection and Response team within Enhanced Support Services (ES2). This role is crucial in providing proactive engagement and incident management for AWS Enterprise Support customers. The position involves working in a follow-the-sun model during core hours of 9:00 AM - 5:00 PM AEST, with some weekend and holiday rotations required.

The ideal candidate will possess a unique blend of technical expertise and customer service excellence, with demonstrated experience in incident management and problem-solving. You'll be responsible for monitoring critical workloads 24x7, engaging with customers within 5 minutes of critical alarms, and developing custom runbooks and response plans.

As part of AWS, the world's leading cloud platform, you'll work with cutting-edge technology and help protect mission-critical customer infrastructure. The role offers significant growth opportunities through continuous learning, mentorship, and exposure to diverse technical challenges. You'll collaborate with global teams and have the chance to influence AWS's operational excellence.

The position combines technical depth with customer engagement, requiring strong communication skills and the ability to translate complex technical issues for various stakeholders. You'll be part of an inclusive culture that values diverse experiences and perspectives, with access to employee-led affinity groups and ongoing learning opportunities.

This role offers competitive benefits, including flexible work arrangements, comprehensive healthcare, and career development resources. Join a team that's at the forefront of cloud computing, working with industry-leading customers while maintaining a healthy work-life harmony.

Last updated 19 hours ago

Responsibilities For Incident Management Engineer (Bilingual English/Japanese Speaker), AWS Incident Detection and Response

  • Drive resolution of large scale customer impacting incidents
  • Lead critical, complex customer escalations
  • Provide critical incident response/management
  • Contribute to Problem Records for customers
  • Conduct continuous real-time proactive monitoring
  • Prioritize and manage customer issues from start to finish
  • Monitor and manage communications during high impact events
  • Collaborate with stakeholders to improve customer experience
  • Lead projects for operational improvements
  • Create and review documentation
  • Identify and troubleshoot recurring platform issues
  • Mentor peers in technical and operational areas

Requirements For Incident Management Engineer (Bilingual English/Japanese Speaker), AWS Incident Detection and Response

Linux
  • Business level Japanese and English in verbal and written communication
  • 5+ years demonstrable Major Incident / Problem Manager Experience
  • 2+ 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 related field (or 6+ years relevant work experience)
  • Knowledge of ITIL/Lean Processes
  • Ability to work in ambiguous environments
  • Critical thinking and logical problem solving skills

Benefits For Incident Management Engineer (Bilingual English/Japanese Speaker), AWS Incident Detection and Response

Medical Insurance
Dental Insurance
Vision Insurance
  • Flexible work hours
  • Work-life harmony
  • Mentorship opportunities
  • Career development resources
  • Employee-led affinity groups
  • Inclusive team culture

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