About the Role
As an AWS Escalation Engineer, you will be a key member of the AWS Support E2M Event Management team, responsible for identifying widespread and systemic customer-facing problems. Your role involves monitoring internal tools to detect issues impacting customers and ensuring that appropriate parties are engaged to resolve these issues swiftly. You will act as an advocate for the customer, managing both the communication and the customer experience during incidents.
Responsibilities
- Critical Incident Response/Management: Lead calls with internal and external participants for critical workloads and AWS Service Teams.
- Communication: Provide crisp and timely updates on developing issues to both internal and external stakeholders.
- Problem Resolution: Drive down the mean time to engagement and communication for all incident types.
- Post-Mortem Analysis: Facilitate analysis after each event to prevent future occurrences.
- Stakeholder Collaboration: Work with key AWS stakeholders to enhance customer experience and develop mechanisms for operational excellence.
- Data Analysis: Analyze trends in internal tickets, customer contacts, and network monitors to proactively identify potential issues.
- Technical Solutions: Design and implement solutions using automation to reduce the need for human intervention.
About You
You are a detailed, analytical thinker and a creative problem solver with a strong bias for action. Comfortable in high-pressure situations, you excel in both detailed technical tasks and high-level management. Your passion for technology drives you to continuously improve and embrace leading-edge technologies.
Why AWS
Joining AWS means working with a dynamic team that supports global customers. You will have limitless exposure to cutting-edge technologies and the opportunity to work with some of the smartest people in the industry. We value work-life harmony and foster an inclusive culture where you can learn, grow, and make a significant impact.
Benefits Extracted with AI
- Work-life balance
- Inclusive team culture
- Mentorship and career growth
Similar jobs
Last update: 23 minutes ago
Cloud Support Engineer (Linux)
Join AWS as a Cloud Support Engineer (Linux) in Dublin, providing customer support and leveraging cloud technologies.
Systems Development Engineer, Managed Operations
Join AWS as a Systems Development Engineer in Dublin to lead operations for the European Sovereign Cloud, focusing on high-availability AWS services.
Senior Systems Engineer - AWS
Join AWS in Dublin as a Senior Systems Engineer to lead the European Sovereign Cloud initiative, focusing on high-availability AWS services.
Cloud Support Engineer - Windows, AWS Support
Join AWS as a Cloud Support Engineer specializing in Windows and AWS support, leveraging your skills in networking and troubleshooting.
Systems Development Engineer, Managed Operations
Join AWS as a Systems Development Engineer to improve and operate large-scale software systems.
Principal Systems Development Engineer, Managed Operations
Join AWS as a Principal Systems Development Engineer to drive operational efficiency and reliability in cloud services.
Principal Engineer at Amazon Web Services (AWS)
Principal Engineer role at AWS, Dublin. Involves technical leadership, system architecture, and software development.
Senior DevOps Engineer, Managed Operations - AWS
Senior DevOps Engineer role at AWS, focusing on Managed Operations and the launch of the European Sovereign Cloud in Dublin.
Senior Systems Development Engineer
Join AWS in Dublin as a Senior Systems Development Engineer to lead the European Sovereign Cloud initiative.
DevOps Systems Engineer - Managed Operations
Join AWS as a DevOps Systems Engineer in Dublin to lead operations for the European Sovereign Cloud, focusing on high-availability AWS services.
Senior Systems Engineer, Managed Operations
Join AWS as a Senior Systems Engineer in Berlin to lead operations for the European Sovereign Cloud, ensuring high-availability AWS services.
Software Development Engineer in EC2 Accelerated Platforms
Join AWS in Berlin as a Software Development Engineer in EC2 Accelerated Platforms, working on cutting-edge cloud technologies.
Deployment Cloud Support Engineer - Spanish Speaker
Join AWS as a Deployment Cloud Support Engineer in Dublin, fluent in Spanish, to support global cloud solutions.
Support Engineer, Managed Operations
Join AWS as a Support Engineer in Berlin to lead cloud operations for the European Sovereign Cloud.
Software Development Engineer II, AWS Field Experience
Join AWS as a Software Development Engineer II to build innovative global products. Embrace a culture of inclusion and career growth.
Senior Systems Engineer, Managed Operations
Join AWS as a Senior Systems Engineer in Berlin to lead operations for the European Sovereign Cloud, ensuring high-availability AWS services.
Senior Solutions Architect
Join AWS as a Senior Solutions Architect in Bucharest, Romania, to drive cloud adoption and build technical relationships with customers.
Senior Systems Development Engineer, Managed Operations
Join AWS as a Senior Systems Development Engineer to improve and operate large-scale software systems in Berlin.
Software Development Engineer, Amazon Connect Cases (AWS)
Join AWS as a Software Development Engineer for Amazon Connect Cases, focusing on cloud-based contact centers with AI and ML technologies.
Systems Development Engineer - Amazon Linux Core Engineering
Join AWS as a Systems Development Engineer to innovate Linux platforms for cloud computing.
Software Development Engineer, AWS EC2 Live Migration
Join AWS as a Software Development Engineer to innovate and maintain EC2 Live Migration services in Dresden.
Software Development Engineer, AWS Compute Services
Join AWS as a Software Development Engineer to innovate in serverless computing. Work on large-scale systems in Austin, Texas.
Software Development Engineer, AWS Infrastructure Services
Join AWS as a Software Development Engineer in Raleigh, NC, developing innovative Linux-based networking platforms.
Senior Software Development Engineer, Amazon Connect Cases (AWS)
Join AWS as a Senior Software Development Engineer to lead impactful projects in cloud-based contact centers.
