Recrutement d’Incident Management Engineer chez Amazon

Poste : Incident Management Engineer, AWS Incident Detection and Response

Entreprise : Amazon

Description du poste

Présentation de l’entreprise : Amazon a établi une réputation d’excellence en visant à être l’entreprise la plus centrée sur le client au monde. Amazon Web Services (AWS) respecte cette mission tout en étant à la pointe des technologies cloud.

AWS Global Services inclut des experts qui assistent les clients dans la conception, la construction, l’exploitation et la sécurisation de leurs environnements cloud. Le service de détection et de réponse aux incidents est un élément clé de l’organisation, offrant un support proactif et une gestion des incidents pour minimiser les risques d’échec des charges de travail critiques.

Profil recherché

Les Incident Management Engineers possèdent un large éventail de compétences avec une capacité démontrée à progresser dans leur carrière. Le candidat idéal doit avoir une forte acuité analytique, une expérience technologique solide, un jugement commercial avisé et une inclination à résoudre des problèmes complexes. La passion pour la création d’une expérience client de premier ordre est indispensable.

Ce rôle exige également d’excellentes compétences en communication, tant à l’oral qu’à l’écrit, et la capacité à travailler avec des clients à tous les niveaux de leur organisation.

Responsabilités clés

Les taches quotidiennes incluent :

• Diriger la résolution des incidents impactant un large éventail de clients en rotation d’équipe.
• Gérer des escalades complexes en collaboration avec les équipes d’ingénierie.
• Fournir des réponses critiques aux incidents, y compris la direction des appels avec les participants internes et externes.
• Participer à la surveillance proactive en temps réel des indicateurs de performance des clients.
• Élaborer et passer en revue la documentation, tout en concevant de nouvelles procédures opérationnelles standards.

Conditions de travail

Bien que ce poste soit ouvert aux candidats de Sydney ou de Melbourne, les heures de travail sont alignées sur le fuseau horaire AEST de 9h à 17h, ce qui nécessite une certaine flexibilité, incluant des weekends et jours fériés.

Culture d’entreprise

Amazon valorise une culture d’inclusion où les expériences diverses sont appréciées. L’entreprise encourage toutes les candidatures, même celles qui ne répondent pas à tous les critères d’expérience requis. Le bien-être des employés est primordial, avec un équilibre travail-vie personnelle mis en avant.

Qualifications requises

Qualifications de base :

• Compétences en communication orale et écrite dans un environnement professionnel.
• Expérience de 3 ans ou plus dans des rôles d’ingénierie ou techniques similaires.
• Licence en informatique ou domaine connexe, ou expérience de travail pertinente.

Qualifications préférées :

• Certifications AWS au niveau associatif.
• Capacité à travailler dans des environnements incertains.
• Compétences en résolution de problèmes critiques et logiques.

Afin d’envisager une carrière enrichissante au sein d’AWS, ce poste nécessite un désir d’apprendre et de se développer dans le cadre des technologies cloud. Si vous êtes intéressé par ce poste, postulez dès maintenant !

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📅 Date de publication de l’offre : Thu, 10 Jul 2025 07:34:01 GMT

🏢 Entreprise : Amazon

📍 Lieu : Auckland

💼 Intitulé du poste : Incident Management Engineer, AWS Incident Detection and Response

💶 Rémunération proposée :

📝 Description du poste : DESCRIPTIONABOUT USAmazon has built a reputation for excellence with a mission to be the earth’s 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.AWS Global Services includes experts from across AWS who help our customers design, build, operate, and secure their cloud environments. Customers innovate with AWS Professional Services, upskill with AWS Training and Certification, optimize with AWS Support and Managed Services, and meet objectives with AWS Security Assurance Services. Our expertise and emerging technologies include AWS Partners, AWS Sovereign Cloud, AWS International Product, and the Generative AI Innovation Center. You’ll join a diverse team of technical experts in dozens of countries who help customers achieve more with the AWS cloud.The AWS Incident Detection and Response team is part of the Enhanced Support Services (ES2) 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 24×7 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 YOUIncident 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 ROLEAWS 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 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 customer’s 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 remote 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 organisation

Please note that while this role is open to applicants in Sydney or Melbourne, as a follow-the-sun organisation, IMEs work the core hours of 9am-5pm AEST regardless of location. Successful applicants will be required to work some weekends (Sunday to Thursday, or Tuesday to Saturday), and public holidays.About the team
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge-sharing and mentorship. Our senior members enjoy one-on-one mentoring and thorough, but kind, code reviews. We care about your career growth and strive to assign projects that help our team members develop your engineering expertise so you feel empowered to take on more complex tasks in the future.Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the 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.About 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
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.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.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.BASIC QUALIFICATIONS– Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)
– 3+ 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 6+ years of relevant work experience)PREFERRED QUALIFICATIONS– Industry specific accredited certification(s) such as the AWS Associate level certifications
– Ability to work in ambiguous environments
– Demonstrated critical thinking and logical problem solving skills
– Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies
– Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision makingOur 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 you’re applying in isn’t listed, please contact your Recruiting Partner.

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