Escalation Engineer, AWS Events Management&Comm

Escalation Engineer, AWS Events Management & Comm

ABOUT US Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, recognized for our products and services. Amazon Web Services (AWS) continues this tradition while leading the world in cloud technologies. The Escalation and Event Management (E2M) team is part of the broader AWS Support organization, dedicated to managing critical escalations, customer-facing operational communications, and large-scale customer-impacting events. E2M’s purpose is to drive operational excellence and improvements to the overall customer experience. ABOUT YOU E2M is looking for detail-oriented, analytical thinkers and creative problem solvers with a strong bias for action. You advocate for customers and maintain composure in dynamic, high-pressure situations. You are comfortable working on highly technical initiatives to improve the AWS customer experience and excel at collaborating with industry experts while owning critical infrastructure services. Finally, you are passionate about technology and eager to learn more and do more with AWS. ABOUT THE ROLE As members of E2M’s Health team, we keep customers informed and moving forward when facing challenges with AWS products and services. Responsibilities include:

1. Supporting external customers to successfully integrate with and consume operational information from the AWS Health service.
2. Working with the AWS Health Engineering team to improve customer experience for operational notifications.
3. Partnering with AWS Service Teams to craft communications and remove technical ambiguity.
4. Executing planned operational communications to customers according to AWS communication tenets and style guides.
5. Providing clear, concise, and timely communication on work items to relevant internal stakeholders.
6. Building a broad understanding of AWS services, service inter-dependencies, and customer use cases to enhance the customer experience.
7. Facilitating post-mortems of operational failures, implementing corrective actions, and identifying improvement opportunities.
8. Other duties as required by the organization.

BASIC QUALIFICATIONS - Relevant tertiary qualification (Information Systems / IT / Computer Science / Mathematics / Engineering / Physics / similar) AND 2+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or in a Technical Operations/Support role focused on cloud infrastructure - OR 3+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or in a Technical Operations/Support role focused on cloud infrastructure (if no tertiary qualification) PREFERRED QUALIFICATIONS - Industry-specific accredited certification(s) such as the AWS Associate level certifications - Familiarity with Cloud services focusing on high availability and fault-tolerant design - Knowledge of ITIL/Lean Processes - Experience with data manipulation and/or automation using Python, JavaScript, or shell scripting - 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. We are committed to diversity within our community and especially welcome applications from South African citizens who may contribute to Employment Equity within the workplace. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of your identity document or passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae. Posted: December 19, 2024#J-18808-Ljbffr