Incident Management Engineer (KoreanEnglish bilingual), Incident Detection and Response

Amazon has built a reputation for excellence with a mission to be the earths 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.

The AWS Incident Detection and Response team is part of the ASPIRE organisation within AWS Support and is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and to accelerate recovery of critical workloads from disruption. We achieve these objectives by working closely with customers to develop runbooks and response plans customized to the context of each workload onboarded to the service. Onboarded workloads are monitored 24x7 by a team of Incident Management Engineers (IMEs) to detect and engage customers on a call bridge within 5 minutes of a critical alarm.

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 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.

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 an Incident Management Engineer to join our team to provide incident response and account this position you will play a pivotal role in providing communication emergency response technical resolver engagement and incident management for our customers.

Please note as a follow-the-sun organisation IMEs work the core hours of 8am-4pm PST GMT-8 / PDT GMT-7. Successful applicants will be required to work some weekends (Sunday to Thursday or Tuesday to Saturday) and public holidays.

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 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

About the team
Diverse Experiences
AWS 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.

Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employee-led 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 (diversity) conferences inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life 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.

- Bachelors degree in computer science or equivalent or 3 years of technical support experience
- Experience in network and operating system support
- Experience in information security and compliance
- Knowledge of distributed computing environments
- Speak write and read fluently in Korean

- Experience in software development with object oriented language
- Experience with database administration
- Experience with virtualization orchestration and cloud computing (eg. Hypervisors VMware Xen)
- Experience with continuous integration and continuous delivery
- Professional oral and written communication skills presenting to an audience containing one or more executive team member(s) in both English and Korean.

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 base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at TX Dallas - 95600.00 - 160000.00 USD annually
USA VA Herndon - 95600.00 - 160000.00 USD annually
USA WA Seattle - 95600.00 - 160000.00 USD annually