Support Engineer - Incident Management, AWS Incident Response (AIR)

AWS Incident Response is at the heart of high availability of Amazon Web Services. We make customer impacting events shorter and less frequent by providing large scale event and incident management. Our automated tooling quickly identifies the cause of an issue and helps mitigate its impact, and much of our engineer time is spent on projects to improve the tooling and automation. We also provide manual incident management for AWS and other Amazon groups, directing the resolution of an issue with service teams, and diving deep into those events to drive improvements to the tooling.

As a Support Engineer on the team, you will:

• Lead projects and build processes to reduce the duration, frequency, and impact of issues within the AWS and Amazon infrastructure.
• Direct the resolution of high visibility incidents by leading conference calls and teams across the globe.
• Drive improvements into our automation, tooling, and processes based on data learned from incidents.
• Participate in project teams to expand use of our tooling to additional areas across Amazon.
• Have the opportunity to grow your coding skills by taking on development projects matched to your ability level.

Key responsibilities include:

• Drive the resolution of large scale customer impacting issues as part of a team rotation, including some weekends and holidays
• Identify and troubleshoot recurring platform issues and own projects to drive improvements
• Participate in Agile sprints to evolve business processes and technologies
• Create and review documentation; design new standard operating procedures
• Mentor peers in your areas of technical and operational strength
• Lead projects and teams across the globe to drive operational improvements

The AWS Incident Response (AIR) team is Amazon's central defense against large-scale incidents and drives operational excellence across all of Amazon businesses. Our engineers are front-and-center in driving down event duration through experience in operational excellence, current best practices and incident management tooling.

Join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You'll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers.