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
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