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

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

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.

Incident Management Engineers have a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, strategic account ownership and a propensity to dive deep to solve complex problems. You will also have a passion for creating/providing a world‑class experience for our customers.

The candidate must understand the competitive and industry landscape and must have the leadership presence and communication skills to effectively work with customers at all levels of their organization. You must be a self‑starter and able to execute at both a tactical and strategic level – with a strong attention to detail. This is a global role that requires excellent written and verbal communication skills and a passion and desire for leading the resolution of critical incidents.

Your decisions are not only fundamental to helping protect our most critical customers but will help maintain the health of AWS customers worldwide.

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 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

Please note as a follow‑the‑sun organization, IMEs work the core hours of 7am‑3pm UTC. Successful applicants will be required to work some weekends (Sunday to Thursday, or Tuesday to Saturday), and public holidays.

• Speak, write, and read fluently in Spanish
• 4+ years of technical support experience
• 3+ years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications
• 4+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role.
• Degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience)
• 4+ years of communicating with and presenting to executive and senior audiences experience

• 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
• Experience driving collaborative projects from conception to delivery
• 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.