Incident Management Engineer – Incident Detection & Response

About the role

The Incident Detection and Response team within AWS Support’s ASPIRE organization provides proactive engagement and incident management for eligible Enterprise Support customers. As an Incident Management Engineer you will monitor onboarded workloads 24x7, lead rapid response calls, and work closely with customers to develop customized runbooks and response plans.

Key responsibilities

• Drive resolution of large‑scale, customer‑impacting incidents and escalations in collaboration with AWS engineering teams.
• Lead critical incident response calls, coordinate internal and external participants, and manage communications across relevant channels.
• Monitor high‑impact events, create and maintain documentation, and design or influence standard operating procedures.
• Identify recurring platform issues, own improvement projects, and mentor peers in technical and operational areas.
• Collaborate with cross‑functional stakeholders to enhance the overall customer experience and operational excellence.

Required profile

• Strong background in incident management and customer ownership.
• Excellent written and verbal communication skills with a global mindset.
• Willingness to work a follow‑the‑sun schedule, including weekends and public holidays.
• Ability to lead high‑impact incident calls and make decisive technical decisions.

Required skills

• AWS platform knowledge.

What we offer

• Opportunity to work on critical workloads for global customers.
• Collaboration with AWS engineering teams and exposure to cutting‑edge cloud technologies.
• Supportive, diverse environment that values continuous learning and innovation.