Vacancies at Amazon

DESCRIPTION
Amazon Development Centre South Africa is seeking a strong technical program manager to assist with the organizational and operational aspects of compute capacity delivery. This presents a significant intellectual, technical and operational challenge. AWS (Amazon Web Services) provides Amazon’s developer customers with access to in-the-cloud infrastructure services based on Amazon's own back-end technology platform, which developers can use to enable virtually any type of business. The Cape Town based Development Center plays a key role in building the Amazon Elastic Compute Cloud (Amazon EC2).
Amazon Elastic Compute Cloud (EC2) is the web service that is pioneering cloud computing by providing resizable compute capacity in the cloud. It gives any developer complete control of their computing resources and lets them run on Amazon’s proven computing environment. We are continuing to build the team in order to expand on our feature set and manage our rapidly increasing scale.
The ideal candidate will be clearly passionate about the large opportunity that Amazon EC2 presents and about web services in general. The position demands strong analytical and quantitative skills and candidates should be comfortable using data to make decisions.

BASIC QUALIFICATIONS
The following will help ensure a successful application:

• A strong customer focus.
• He or she is a strong leader who can prioritize well, communicate clearly and compellingly and effectively influence across cross functional teams.
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions and planning
• Strong technical and business skills to understand and work with the business and technology owners.
• Experience managing the lifecycle of a complex cross-functional program with considerable impact
• Experience creating predictable process paths for large and/or complex efforts and improving, streamlining and/or eliminating excess process.
• Anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints.
• Maximize resources for the greater good of the organization.
• Identify, assess, track and mitigate issues and risks at multiple levels.
• Create, maintain and disseminate project information to stakeholders.
• Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities.
• Must be a quick learner, able to come up to speed on any type of technical project and credibly assist the team.
• Excellent written and oral communication skills.
• Proven problem solving skills.
• Strong organizational skills.
• Bachelor’s or Master’s degree in Computer Science or equivalent
• Able to influence others who are not in your reporting chain.

PREFERRED QUALIFICATIONS:

• Experience in applying Agile and/or Lean software development methodologies
• Experience introducing Agile concepts to greenfield teams or improving existing Agile teams
• Experience with workflow optimization and instilling a culture of continuous improvement
• Prior experience as a Web/Front-End Development Engineer or Software Development Engineer
• Prior experience with designing customer facing experiences
• Working knowledge of current web technologies (HTML5, CSS3, JavaScript, AJAX, AngularJS, React, GWT)

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 

Job ID: 1023684

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DESCRIPTION
Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.The Escalation Engineer I will work as part of the AWS Support Escalation & Event Management (E2M) Team to identify widespread and systemic customer facing problems for Amazon Web Services. You will be responsible for monitoring internal tools to identify customer facing problems. When a problem is identified, you will ensure the appropriate parties are engaged to drive the resolution of the problem and act as an advocate on behalf of the customer to both report and manage the customer experience. Because of our unique role, AWS Escsalation Engineers have front-and-center limitless exposure to all things AWS, including numerous leading edge technologies.

Overall Responsibilities:

• Continuous real-time monitoring of incoming alarms
• Prioritize, manage and own emerging and developing customer issues from start to finish
• Quickly detect and diagnose service impacting events
• Provide critical incident response/management for AWS Service Teams
• Monitor and manage communications during high impact events via relevant channels
• Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
• Drive down mean time to engagement and communication for all incident types
• Broad understanding of AWS architecture and service inter-dependencies
• Collaborating with key stakeholders around documentation and processes regarding recurring issues as well as new service updates
• Provide crisp and timely communication on developing issues to relevant stakeholders
• Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
• Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues
• Deliver customer impairment reports for relevant stakeholders
• Ability to maintain composure in dynamic and high pressure situations
• Perform other duties as required by the organization

BASIC QUALIFICATIONS:

• 5+ years demonstrable track record with experience in incident management on mission critical services
• Highly motivated self-starter with technical aptitude and a commitment to achieving results
• Excellent ability to correlate system behaviors based on known interdependencies between those systems
• Demonstrated proficiency with Systems (Windows/Linux) and Networking concepts
• Excellen­t written and oral English communication skills
• Excellent critical thinking and logical problem solving skills
• Experience working in a fast-paced agile environment
• Effective prioritization and time management skills
• Work closely with others to identify opportunities for improvement
• Experience dealing effectively with internal and external customers during problem resolution and operating efficiently under pressure
• Confidence to initiate and lead AWS-wide conference calls
• Ability to analyze, consolidate, and aggregate data from various sources

PREFERRED QUALIFICATIONS

• 2+ years practical experience with virtualization technologies
• Experience with AWS Services
• Knowledge and implementation of Lean Processes
• ITIL v3 / COBIT 5 certification
• Proven success driving continual process improvements
• Experienced facilitator with strong leadership and influencing skills
• Experience managing cross-functional and virtual teams as required
• Succinctly convey complex problems in easy to digest terms for all stakeholders
• Be willing to act with a sense of urgency, balanced with diplomacy
• Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field. 

Job ID: 1035299