Incident Management Engineer – Incident Detection and Response

About the role

The AWS Incident Detection and Response team, part of the ASPIRE organization, is looking for an Incident Management Engineer to provide 24x7 incident response for enterprise customers. You will act as the primary point of contact during critical events, ensuring rapid detection, communication, and resolution of high‑impact incidents.

Key responsibilities

• Drive resolution of large‑scale, customer‑impacting incidents and escalations, collaborating with engineering teams.
• Lead critical incident response calls, manage communications, and coordinate internal and external participants.
• Monitor high‑impact events, maintain real‑time updates via appropriate channels, and ensure timely customer engagement.
• Partner with AWS stakeholders to improve customer experience and operational excellence.
• Create, review, and update documentation, runbooks, and standard operating procedures.
• Identify recurring platform issues, own improvement projects, and mentor peers in technical and operational areas.

Required profile

• Strong background in incident management and customer ownership.
• Excellent written and verbal communication skills.
• Ability to work in a follow‑the‑sun model, including weekends and public holidays.
• Passion for leading resolution of critical incidents and protecting high‑value customers.

Required skills

• Incident Management
• AWS platform knowledge
• Runbook development
• Monitoring and alerting tools
• Technical troubleshooting

What we offer

• Opportunity to work with global enterprise customers on mission‑critical workloads.
• Collaboration with top engineering talent across AWS.
• Continuous learning and professional growth in a fast‑paced environment.