Incident Management Engineer - Bilingual JP/EN (E2M) , E2M

Incident Management Engineer - Bilingual JP/EN (E2M)

Job ID: 2811051 | Amazon Web Services, Inc.

This position requires fluency in English and Japanese, both written and spoken, with the ability to communicate effectively in technical settings, with senior executives, and with external customers.

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

The Escalation and Event Management (E2M) team is part of the broader AWS-SMGS 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. Your decisions are not only fundamental to helping protect our most critical customers but will help maintain the health of AWS customers worldwide.

Finally, you are passionate about technology with a desire to learn more and do more with AWS.

ABOUT THE ROLE

AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for a Major Incident Engineer to join our team 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.

Please note for this position, the core business hours of operation while in Daylight Time are from 8am-4pm PDT (10am-6pm CDT, 11am-7pm EDT). You can be located in any hub location time zone within the US but please only apply to this position if you are able to accommodate these core hours.

Key job responsibilities

1. Drive the resolution of large scale customer impacting incidents as part of a team rotation.
2. Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
3. Provide critical incident response/management (including leading calls with internal/external participants) for customer’s critical workloads.
4. Contribute to Problem Records for customers.
5. Conduct continuous real-time proactive monitoring of customer metrics.
6. Prioritize, manage, and own emerging and developing customer issues from start to finish.
7. Monitor and manage communications during high impact events via relevant channels.
8. Collaborate with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence.
9. Lead projects and teams to drive operational improvements.
10. Create and review documentation; design/influence new standard operating procedures.
11. Identify and troubleshoot recurring platform issues and own projects to drive improvements.
12. Mentor peers in your areas of technical and operational strength.
13. Perform other duties as required by the organization.

About the team

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

BASIC QUALIFICATIONS

• Speak, write, and read fluently in Japanese.
• 3+ years of technical support experience.
• Bachelor's degree.
• Knowledge of distributed computing environments.
• Experience with AWS services and/or other cloud offerings.

PREFERRED QUALIFICATIONS

• Experience in network and operating system support.
• Experience in information security and compliance.
• Experience managing full application stacks from the OS up through custom applications.
• Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s) in both English and Japanese.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.