Website Amazon
Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want – low prices, vast selection, and convenience – Amazon continues to grow and evolve as a world-class e-commerce … read moreplatform.
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
Apply via company website ( http://www.amazon.com ) or
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