Description ABOUT US Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies. Please note for this position, the core business hours of operation are from 8am-5pm SAST. Please only apply to this position if you are able to accommodate these core hours. The Enhanced Support Services (ES2) 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. ES2’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 an engineer 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 Manager 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. Key job responsibilities Every day will bring new and exciting challenges that include elements of: * 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 remote 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 A day in the life 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. About the team Diverse Experiences Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS 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. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. Inclusive Team Culture Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship and Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Basic Qualifications - 2+ years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications - 1 + 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 3+ 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 Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.