Jobs at Amazon Web Services

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.

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 virtual 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

A day in the life

• AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

About The Team
Diverse Experiences

• Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Work/Life Balance

• We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

• Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

• We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

• 5+ years experince in a smilar role
• 3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience
• 3+ years of network and operating system support experience
• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience

Preferred Qualifications

• Industry specific accredited certification(s) such as AWS Associate level certifications
• Familiarity with Cloud services
• Ability to work in ambiguous environment and drive collaborative projects from conception to delivery

go to method of application »

• As an SDM in the EC2 Core Console team, you will lead a group of skilled engineers working on both front-end and back-end development. You'll collaborate closely with Product Managers, UX designers, researchers, and data scientists to evolve and expand our console capabilities. Your role will be pivotal in shaping the future of how customers interact with and manage their EC2 and related resources.
• The EC2 Console is often the gateway through which customers explore and understand the broader AWS offering. It's crucial in helping users quickly ramp up in new domains, efficiently manage their workloads, and extract maximum value from the cloud. Your team will be at the forefront of simplifying complex cloud operations and enabling our customers to achieve more.

Why It Matters

• The EC2 Core Console is at the heart of AWS customer interactions, serving millions of users. Your work will directly impact how businesses of all sizes harness the power of cloud computing. You'll be at the forefront of innovation, helping to simplify complex cloud operations and enable our customers to achieve more. By integrating new technologies like GenAI, you'll help shape the future of cloud management interfaces, making AWS services more accessible and impactful for our diverse customer base.

Key job responsibilities

• Lead and mentor a team of software engineers, fostering their growth and driving technical excellence
• Collaborate with cross-functional teams to define and execute on the product roadmap
• Drive data-informed decisions to continuously improve the console experience
• Ensure the scalability, reliability, and performance of the EC2 Core Consoles
• Champion best practices in software development, including code quality, testing, and operational excellence
• Represent the team in interactions with senior leadership and key stakeholders
• Balance short-term deliverables with long-term strategic goals
• Innovate on behalf of customers by leveraging high value technologies, including Generative AI and other emerging tools
• Continuously seek ways to simplify complex tasks and improve user productivity within the EC2 Consoles

Basic Qualifications

• 2+ years of engineering team management experience
• 5+ years of engineering experience
• Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations

Preferred Qualifications

• Experience in communicating with users, other technical teams, and senior leadership to collect requirements, describe software product features, technical designs, and product strategy
• Experience in recruiting, hiring, mentoring/coaching and managing teams of Software Engineers to improve their skills, and make them more effective, product software engineers