Incident Management Engineer – Incident Detection and Response

About the role

Amazon Web Services (AWS) is looking for an Incident Management Engineer to join the Incident Detection and Response team within the ASPIRE organization. You will work 24x7 with enterprise customers, providing proactive engagement, rapid incident detection, and coordinated response to keep critical workloads running.

Key responsibilities

• Drive resolution of large‑scale, customer‑impacting incidents and escalations in collaboration with engineering teams.
• Lead critical incident response calls, engage internal and external participants, and manage communications during high‑impact events.
• Monitor onboarded workloads 24x7, detect alarms, and initiate customer call bridges within five minutes.
• Collaborate with AWS stakeholders to improve the customer experience and develop operational excellence mechanisms.
• Create, review, and influence documentation 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.
• Willingness to work a follow‑the‑sun schedule, including weekends and public holidays.
• Ability to lead resolution of critical incidents and drive continuous improvement.

Required skills

• AWS
• Incident Management

What we offer

• Opportunity to work with global enterprise customers on mission‑critical workloads.
• Collaborative environment within AWS Support’s ASPIRE organization.
• Professional growth through mentorship and exposure to complex technical challenges.