Incident Management Engineer, Incident Detection and Response

About the role

The AWS Incident Detection and Response team, part of the ASPIRE organization within AWS Support, offers proactive engagement and incident management to eligible AWS Enterprise Support customers so that critical workloads recover quickly from disruption. Workloads are monitored 24x7 and customers are engaged on a call bridge within 5 minutes of a critical alarm. This is a global role requiring excellent written and verbal communication skills, and as a follow-the-sun organization it involves working some weekends (Sunday to Thursday or Tuesday to Saturday) and public holidays.

Key responsibilities

• Drive the resolution of large-scale, customer-impacting incidents or escalations, sometimes in technically challenging situations, in collaboration with Engineering teams.
• Provide critical incident response and management, including leading calls with internal and external participants, for customers' critical workloads.
• Monitor and manage communications during high-impact events through the relevant channels.
• Collaborate with key AWS stakeholders to improve the customer experience and develop mechanisms supporting operational excellence.
• Create and review documentation, and design or influence new standard operating procedures.
• Identify and troubleshoot recurring platform issues and own projects that drive improvements.
• Mentor peers in areas of technical and operational strength.

Required profile

• Fluent speaking, writing and reading in Spanish.
• 3+ years of systems engineering or 3+ years of technical support experience.
• Bachelor's degree or equivalent, or experience in a relevant field.
• 3+ years of demonstrable major incident/problem management experience for organizations running mission-critical applications.
• Experience in English-language written and verbal communication.

Required skills

• Preferred: AWS Associate or Professional level certification.
• Preferred: knowledge of Lean methodologies and of distributed and service-oriented architectures.
• Preferred: ability to review complex technical details and convey the key points to senior stakeholders for real-time decisions.