ABOUT THE ROLE<\/p>\n
\tAWS 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.
\n\tWe are looking for a Major Incident Manager to join our team to provide incident response and account ownership.
\n\tIn this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement and incident management for our customers.<\/p>\n
Key job responsibilities<\/p>\n
Every day will bring new and exciting challenges that include elements of:<\/p>\n
\tDrive the resolution of large scale customer impacting incidents as part of a team rotation
\n\tDrive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
\n\tProvide critical incident response\/management (including leading calls with internal\/external participants) for customer\u2019s critical workloads
\n\tContribute to Problem Records for customers
\n\tConduct continuous real-time proactive monitoring of customer metrics
\n\tPrioritize, manage, and own emerging and developing customer issues from start to finish
\n\tMonitor and manage communications during high impact events via relevant channels
\n\tCollaborate with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
\n\tLead projects and virtual teams to drive operational improvements
\n\tCreate and review documentation; design\/influence new standard operating procedures
\n\tIdentify and troubleshoot recurring platform issues and own projects to drive improvements
\n\tMentor peers in your areas of technical and operational strength
\n\tPerform other duties as required by the organization<\/p>\n
Apply via company website ( http:\/\/www.amazon.com ) or<\/p>\n
.jobs<\/p>\n
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