Incident Management Engineer

Amazon Web Services (AWS) is looking for an Incident Management Engineer to join their Enhanced Support Services (ES2) team. This role is part of the AWS Support organization and is dedicated to managing critical escalations, customer-facing communications, and handling large-scale customer impacting events. The ideal candidate will have a broad skill set, strong analytical acumen, solid technology experience, and excellent communication skills.

Key responsibilities include:

• Driving the resolution of large-scale customer impacting incidents
• Managing critical and complex customer escalations
• Providing incident response and management for critical workloads
• Contributing to Problem Records for customers
• Conducting real-time proactive monitoring of customer metrics
• Collaborating with stakeholders to improve customer experience
• Leading projects and remote teams to drive operational improvements
• Mentoring peers in technical and operational areas

The role requires:

• 2+ years of demonstrable Major Incident / Problem Manager Experience
• 1+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role
• Bachelor's degree in a related field or 3+ years of relevant work experience
• Familiarity with Cloud services, focusing on high availability and fault-tolerant design
• Experience with data manipulation and/or automation using Python, JavaScript, or shell scripting
• Ability to work in ambiguous environments and drive collaborative projects

AWS values diversity and work-life harmony, offering a supportive and inclusive work environment with opportunities for mentorship and career growth. The core business hours are from 8am-5pm SAST, and the position is available in Cape Town and Waterfall City, South Africa.