Incident Management Engineer - Bilingual JP/EN, ASPIRE
About the Role
AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for a Major Incident Manager to join our team to provide incident response and account ownership. In this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement and incident management for our customers.
About the Team
We are a global 24x7 operations team, with 3 operating regions working under a follow the sun model. The role does require successful candidates to work some weekends and public holidays. No late working hours.
Key Job Responsibilities
Every day will bring new and exciting challenges that include elements of:
- Drive the resolution of large scale customer impacting incidents as part of a team rotation
- Drive 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 customer's critical workloads
- Contribute to Problem Records for customers
- Conduct continuous real-time proactive monitoring of customer metrics
- Prioritize, manage, and own emerging and developing customer issues from start to finish
- Monitor and manage communications during high impact events via relevant channels
- Collaborate with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
- Lead projects and teams to drive operational improvements
- Create and review documentation; design/influence new standard operating procedures
- Identify and troubleshoot recurring platform issues and own projects to drive improvements
- Mentor peers in your areas of technical and operational strength
- Perform other duties as required by the organization
About You
Incident Management Engineers have a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, strategic account ownership and a propensity to dive deep to solve complex problems. You will also have a passion for creating/providing a world class experience for our customers. The candidate must understand the competitive and industry landscape and must have the leadership presence and communication skills to effectively work with customers at all levels of their organization. You must be a self-starter and able to execute at both a tactical and strategic level – with a strong attention to detail. This is a global role that requires excellent written and verbal communication skills and a passion and desire for leading the resolution of critical incidents. Your decisions are not only fundamental to helping protect our most critical customers but will help maintain the health of AWS customers worldwide. Finally, you are passionate about technology with a desire to learn more and do more with AWS.
Basic Qualifications
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
- Speak, write, and read fluently in Japanese
- Experience in network and operating system support
- Experience in information security and compliance
- Knowledge of distributed computing environments
Preferred Qualifications
- Experience with continuous integration and continuous delivery
- Experience in software development with object oriented language
- Experience with virtualization, orchestration and cloud computing (e.g. Hypervisors, VMware, Xen)
- Experience with database administration
- Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s) in both English and Japanese
Pay & Benefits
- Base salary range: $95,600.00 - $160,000.00 USD annually (location dependent: Dallas, TX; Herndon, VA; Seattle, WA)
- Sign-on payments and restricted stock units (RSUs) included in compensation package
- Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
- 401(k) matching
- Paid time off
- Parental leave