Incident Management Engineer; Portuguese​/English bilingual), Incident Detection and Response

Incident Management Engineer (Portuguese/English bilingual), Incident Detection and Response

Amazon Web Services (AWS) is leading the world in cloud technologies and offers Incident Management Engineers (IMEs) to proactively engage AWS Enterprise Support customers and accelerate recovery of critical workloads from disruption. Incidents are monitored 24x7, and IMEs engage customers on a call bridge within 5 minutes of a critical alarm.

The role is global and requires working core hours 7am‑3pm UTC, with some weekend and public holiday coverage.

• Drive resolution of large‑scale customer‑impacting incidents as part of a team rotation.
• Drive critical, complex customer escalations 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 and influence new standard operating procedures.
• Identify and troubleshoot recurring platform issues and own projects to drive improvements.
• Mentor peers in areas of technical and operational strength.
• Perform other duties as required by the organization.

• Bachelor’s degree.
• 4+ years of technical support experience.
• 4+ years of communication with and presentation to executive and senior audiences.
• 3+ years of IT infrastructure, incident management, or related experience.
• 5+ years of data center, network engineering, and/or systems engineering experience.
• Fluent in Portuguese (write, read, and speak).
• Master’s degree in Computer Science, Computer Engineering, or Electrical Engineering, or 5+ years of verification in communication systems experience.
• Experience performing complex business case analysis to justify technical decisions and presenting the justification to management in a high‑level review.
• Experience driving collaborative projects from conception to delivery.
• Industry‑specific accredited certification(s) such as the AWS Associate level certifications.
• Knowledge of ITIL/Lean processes.
• 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.

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.

We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae. Our inclusive culture empowers Amazonians to deliver the best results for our customers.

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