Incident Management Engineer (E2M)

Amazon Web Services (AWS) is seeking an Incident Management Engineer to join their Escalation and Event Management (E2M) team within the Sales, Marketing, and Global Services (SMGS) organization. This role is crucial in managing critical escalations, customer-facing communications, and large-scale customer impacting events.

The position requires a strong background in Incident Management and customer ownership, focusing on providing world-class support during critical moments for AWS's most important customers. The role involves incident response, account ownership, and technical problem-solving at scale.

As an Incident Management Engineer, you'll be responsible for driving the resolution of large-scale customer impacting incidents, managing critical escalations, and leading incident response calls with both internal and external participants. The role requires excellent communication skills, technical acumen, and the ability to work effectively under pressure.

Key responsibilities include conducting real-time monitoring of customer metrics, managing high-impact event communications, collaborating with stakeholders to improve customer experience, and leading operational improvement projects. You'll also mentor peers and contribute to developing standard operating procedures.

The ideal candidate brings 3+ years of technical support experience, knowledge of distributed computing environments, and familiarity with AWS services. Experience in network and operating system support, information security, and managing full application stacks is preferred.

AWS offers a comprehensive benefits package including medical and financial benefits, flexible work hours, and extensive career development opportunities. The company strongly values diversity and inclusion, fostering an environment where employees can bring their authentic selves to work.

The position offers competitive compensation ranging from $86,000 to $185,000 per year, based on geographic location and experience. Core business hours are 8am-4pm PDT, requiring availability during these times regardless of your location within the US.

Join AWS to be part of a team that's shaping the future of cloud computing while working with cutting-edge technology and serving a global customer base. This role offers the opportunity to make a significant impact on AWS's operational excellence while growing your career in a dynamic, innovative environment.