Bilingual Incident Management Engineer E2M - English Japanese speaking Incident Detection and Response
Bilingual Incident Management Engineer E2M - English Japanese speaking Incident Detection and Response
Posted on :
24-04-2025
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1 Vacancy
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Job Description
Amazon has built a reputation for excellence with a mission to be the earths most customercentric 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 Escalation and Event Management (E2M) team is part of the broader AWS Support organization and is dedicated to managing critical escalations customer facing communications and handling largescale customer impacting events. E2Ms purpose is to drive operational excellence and improvements to the overall customer experience.
ABOUT YOU
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 selfstarter 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.
Finally you are passionate about technology with a desire to learn more and do more with AWS.
ABOUT THE ROLE
AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for a Major Incident Manager to join our team to provide incident response and account ownership. In this position you will play a pivotal role in providing communication emergency response technical resolver engagement and incident management for our customers.
Key job responsibilities
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 customers critical workloads
Contribute to Problem Records for customers
Conduct continuous realtime 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
Demonstrable excellent communication skills (written and verbal) preferably in both English and Japenese.
A day in the life
AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector. The AWS Global Support team interacts with leading companies and believes that worldclass support is critical to customer success. AWS Support also partners with a global list of customers that are building missioncritical applications on top of AWS services.
About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Fluent in Japanese and English
5 years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications
3 years of experience in Support Engineering Network Engineering Solutions Architecture or similar IT role.
Bachelors degree in Computer Science Information Science/Technology Communications Engineering Business or a related field (or 6 years of relevant work experience)
Industry specific accredited certification(s) such as the AWS Associate level certifications
Familiarity with Cloud services with a focus 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 from conception to delivery
Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate realtime decision making
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover invent simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The Escalation and Event Management (E2M) team is part of the broader AWS Support organization and is dedicated to managing critical escalations customer facing communications and handling largescale customer impacting events. E2Ms purpose is to drive operational excellence and improvements to the overall customer experience.
ABOUT YOU
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 selfstarter 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.
Finally you are passionate about technology with a desire to learn more and do more with AWS.
ABOUT THE ROLE
AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for a Major Incident Manager to join our team to provide incident response and account ownership. In this position you will play a pivotal role in providing communication emergency response technical resolver engagement and incident management for our customers.
Key job responsibilities
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 customers critical workloads
Contribute to Problem Records for customers
Conduct continuous realtime 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
Demonstrable excellent communication skills (written and verbal) preferably in both English and Japenese.
A day in the life
AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector. The AWS Global Support team interacts with leading companies and believes that worldclass support is critical to customer success. AWS Support also partners with a global list of customers that are building missioncritical applications on top of AWS services.
About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value worklife harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.
Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employeeled affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to never stop embracing our uniqueness.
Mentorship and Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledgesharing mentorship and other careeradvancing resources here to help you develop into a betterrounded professional.
Fluent in Japanese and English
5 years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications
3 years of experience in Support Engineering Network Engineering Solutions Architecture or similar IT role.
Bachelors degree in Computer Science Information Science/Technology Communications Engineering Business or a related field (or 6 years of relevant work experience)
Industry specific accredited certification(s) such as the AWS Associate level certifications
Familiarity with Cloud services with a focus 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 from conception to delivery
Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate realtime decision making
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover invent simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Employment Type
Full-Time
Key Skills
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