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

About the role

Amazon has built a reputation for excellence with a mission to be the earth's most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies. The AWS Incident Detection and Response team is part of the Enhanced Support Services (ES2) organisation within AWS Support, and 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.

What you'll do

• 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 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

Requirements

• Business level Korean and English, verbal and written.
• 3+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role.
• Bachelor's degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience)

Preferred qualifications

• Excellent written and oral English communication skills
• Industry specific accredited certification(s) such as the AWS Associate level certifications
• Experience creating or designing cloud application architectures with a focus on high availability and fault tolerance
• Experience with data manipulation and/or automation using Python, JavaScript or shell scripting
• Effective prioritization and time management skills
• Ability to work in ambiguous environments
• Demonstrated critical thinking and logical problem solving skills
• Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies
• Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making

Benefits

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