Incident Management Engineer - bilingual (Mandarin & English), AWS Incident Detection and Response

About the role

The AWS Incident Detection and Response team is part of the ASPIRE organization within AWS Support. It 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.

Responsibilities

• Drive the resolution of large scale customer impacting incidents as part of a team rotation
• Provide critical incident response/management (including leading calls with internal/external participants) for customer’s critical workloads
• Contribute to Problem Records for customers
• Prioritize, manage, and own emerging and developing customer issues from start to finish
• Maintain 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
• 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

Requirements

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 fundamental to helping protect our most critical customers and 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.

Qualifications

• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
• Experience in network and operating system support
• Experience in information security and compliance
• Knowledge of distributed computing environments
• Fluency in Mandarin (preferred)

Skills

Experience with continuous integration and continuous delivery

Experience in software development with object oriented language

Experience with virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen)

Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s) in both English and Mandarin