Escalation Engineer, AWS Events Management&Comm

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

The Escalation Engineer II will work as part of the AWS Support Escalation & Event Management (E2M) Team to identify widespread and systemic customer facing problems for Amazon Web Services. You will be responsible for monitoring internal tools to identify customer facing problems. When a problem is identified, you will ensure the appropriate stakeholders are engaged to drive the resolution of the problem and act as an advocate on behalf of the customer to both report and manage the customer experience. Because of our unique role, AWS Escalation Engineers have front-and-center limitless exposure to all things AWS, including numerous leading edge technologies.

Overall Responsibilities
- Continuous real-time monitoring of incoming alarms
- Prioritize, manage and own emerging and developing customer issues from start to finish
- Quickly detect and diagnose service impacting events
- Provide critical incident response/management for AWS Service Teams
- Monitor and manage communications during high impact events via relevant channels
- Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
- Drive down mean time to engagement and communication for all incident types
- Broad understanding of AWS architecture and service inter-dependencies
- Collaborating with key stakeholders around documentation and processes regarding recurring issues as well as new service updates
- Provide crisp and timely communication on developing issues to relevant stakeholders
- Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
- Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues
- Deliver customer impairment reports for relevant stakeholders
- Ability to maintain composure in dynamic and high pressure situations
- Perform other duties as required by the organization

About AWS

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, 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.

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 & 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.

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.

Sales, Marketing and Global Services (SMGS)

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.

Amazon knows that a diverse, inclusive culture empowers us all to deliver the best results for our customers. We celebrate diversity in our workforce and in the ways we work. As part of our inclusive culture, we offer accommodations during the interview and onboarding process. If you’d like to discuss your accommodation options, please contact your recruiter, who will partner you with the Applicant-Candidate Accommodation Team (ACAT). You may also contact ACAT directly by emailing acat-africa@amazon.com. We want all Amazonians to have the best possible Day 1 experience. If you’ve already completed the interview process, you can contact ACAT for accommodation support before you start to ensure all your needs are met Day 1.

We are open to hiring candidates to work out of one of the following locations:

Cape Town, ZAF | Waterfall City, ZAF

- Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent, or 4+ years of technical support experience
- 5+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role OR
- 5+ years of experience in technical operations or support focused on cloud infrastructure

- Candidates that have been most successful after joining our team have demonstrated capabilities in one or more of these areas:
- 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
- Knowledge of ITIL/Lean Processes
- Ability to work in ambiguous environments
- Demonstrated critical thinking and logical problem solving skills
- Experience with data manipulation and/or automation using Python, JavaScript or shell scripting
- Effective prioritization and time management skills
- Excellent English Technical writing skills

Amazon 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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Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.