Job Description
The AWS Incident Detection and Response team is part of the Enhanced Support Services (ES2) organisation within AWS Support, and is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and to accelerate recovery of critical workloads from disruption. We achieve these objectives by working closely with customers to develop runbooks and response plans customized to the context of each workload onboarded to the service. Onboarded workloads are monitored 24x7 by a team of Incident Management Engineers (IMEs) to detect and engage customers on a call bridge within 5 minutes of a critical alarm.
Responsibilities + Skills
Education
Drive the resolution of large scale customer impacting incidents as part of a team rotationDrive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.Provide critical incident response/management (including leading calls with internal/external participants) for customers critical workloads
Experience
