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Escalation Engineer - Amazon Web Services

Escalation Engineer - Amazon Web Services

Job ID 
398183
Location 
US-WA-Seattle
Posted Date 
4/8/2016
Company 
Amazon Web Services, Inc.
Position Category 
Operations, IT, & Support Engineering
Recruiting Team 
North American Teams - AWS

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.

The Escalation Engineer I will work as part of the AWS Support Escalation & Event Management (E2M) Team to identify widespread and systemic customer facing problems for Amazon Web Services. You will be responsible for monitoring internal tools to identify customer facing problems. When a problem is identified, you will ensure the appropriate parties are engaged to drive the resolution of the problem and act as an advocate on behalf of the customer to both report and manage the customer experience. Because of our unique role, AWS Escsalation Engineers have front-and-center limitless exposure to all things AWS, including numerous leading edge technologies.

Overall Responsibilities
  • Continuous real-time monitoring of incoming alarms
  • Prioritize, manage and own emerging and developing customer issues from start to finish
  • Quickly detect and diagnose service impacting events
  • Provide critical incident response/management for AWS Service Teams
  • Monitor and manage communications during high impact events via relevant channels
  • Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
  • Drive down mean time to engagement and communication for all incident types
  • Broad understanding of AWS architecture and service inter-dependencies
  • Collaborating with key stakeholders around documentation and processes regarding recurring issues as well as new service updates
  • Provide crisp and timely communication on developing issues to relevant stakeholders
  • Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
  • Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues
  • Deliver customer impairment reports for relevant stakeholders
  • Ability to maintain composure in dynamic and high pressure situations
  • Perform other duties as required by the organization

Basic Qualifications

  • 5+ years demonstrable track record with experience in incident management on mission critical services
  • Highly motivated self-starter with technical aptitude and a commitment to achieving results
  • Excellent ability to correlate system behaviors based on known interdependencies between those systems
  • Demonstrated proficiency with Systems (Windows/Linux) and Networking concepts
  • Excellen­t written and oral English communication skills
  • Excellent critical thinking and logical problem solving skills
  • Experience working in a fast-paced agile environment
  • Effective prioritization and time management skills
  • Work closely with others to identify opportunities for improvement
  • Experience dealing effectively with internal and external customers during problem resolution and operating efficiently under pressure
  • Confidence to initiate and lead AWS-wide conference calls
  • Ability to analyze, consolidate, and aggregate data from various sources
  • Open to working alternative hours (i.e. 7am-3pm or 10am-6pm), including some weekends and holidays as required
  • Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field.

Preferred Qualifications

  • 2+ years practical experience with virtualization technologies
  • Experience with AWS Services
  • Knowledge and implementation of Lean Processes
  • ITIL v3 / COBIT 5 certification
  • Proven success driving continual process improvements
  • Experienced facilitator with strong leadership and influencing skills
  • Experience managing cross-functional and virtual teams as required
  • Succinctly convey complex problems in easy to digest terms for all stakeholders
  • Be willing to act with a sense of urgency, balanced with diplomacy