Job Description

DESCRIPTIONE2M is looking for people who are detailed, analytical thinkers as well as creative problem solvers, with a strong bias for action. You are someone who is not constrained by the notion of how things are usually done. You are equally comfortable operating in the minute detail, and coordinating our efforts at the forty thousand foot view.You confidently act as an advocate of behalf of AWS customers, maintaining composure and leadership in some very dynamic and high pressure situations. You are excited about owning critical infrastructure services, those that serve global customers, 24x7 and relish the opportunity to work on technical initiatives that drive continuous improvement in the Support experience of those customers. All this while collaborating with some of the smartest people in the industry!
Ultimately you are passionate about technology and demonstrate a strong desire to learn more and do more with AWS.Key job responsibilities
As part of the E2M 'Event Management' team, we work to identify widespread and or systemic customer facing problems for Amazon Web Services. We are responsible for monitoring internal tools to identify customers impacting issues. When a issue is identified, we ensure the appropriate business and technology leaders, and their teams, are engaged to drive the restoration of disrupted AWS services and act as an advocate of the customer to both report on and manage the customer experience. Because of our unique role as Escalation Engineers, we have limitless exposure to all things AWS, including numerous leading edge technologies.Every day will bring new and exciting opportunities that include:

• Providing critical incident response/management (including leading calls with internal/external participants) for customer's critical workloads and AWS Service Teams

• Provide concise and timely communication on developing and progressing issues to AWS Support customers, as well as internal stakeholders

• Work to improve important metrics such as 'mean time to engagement' and 'mean time to communication' for all incident types.

• Facilitate Root Cause Analysis and Post Event Reviews after each event to minimise recurrence

• Analyse data trends on internal tickets, customer contacts, social media, and network and infrastructure monitoring to identify potential issues

• Build a broad understanding of AWS architecture and service inter-dependencies

• Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention

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 mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical 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, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.Why AWS
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's 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 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, there's nothing we can't achieve in the cloud.Inclusive Team Culture
Here at AWS, it's 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 (gender diversity) conferences, inspire us to never stop embracing our uniqueness.Mentorship and Career Growth
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.BASIC QUALIFICATIONS- 2+ years of experience with Incident/Event Management for mission critical services
- 1+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role.
- Bachelor's degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 3+ years of relevant work experience)PREFERRED QUALIFICATIONS- Excellent written and oral English communication skills
- Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies
- Experience creating or designing cloud application architectures with a focus on high availability
- Experience with the creation and usage of JavaScript, Powershell, and/or BASH scripting and an ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision makingAmazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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