Job Description:

As members of the AWS Support E2M Event Management team, we work to identify widespread and systemic customer facing problems for Amazon Web Services. We are responsible for monitoring internal tools to identify customers impacting issues. When a problem is identified, we ensure the appropriate parties are engaged to drive the resolution of the problem 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 front-and-center limitless exposure to all things AWS, including numerous leading edge technologies.

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Job Responsibilities:
• Build a broad understanding of AWS architecture and service inter-dependencies
• Provide crisp and timely communication on developing issues to relevant internal and external customers
• Analyze data... trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues
• Drive down mean time to engagement and communication for all incident types
• Design, build, or collaborate on solutions using automation and self-repair rather than relying on human intervention
• Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
• Provide critical incident response/management (including leading calls with internal/external participants) for customer’s critical workloads and AWS Service Teams
• Other duties as required by the organization
• Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence

Job Requirements:
• Excellent written and oral English communication skills
• Industry specific certification(s) such as the AWS SysOps Administrator certification
• Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making
• Experience creating or designing cloud application architectures with a focus on high availability
• Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies
• 4+ years of experience with Incident/Event Management for mission critical services
• Experience with the creation and usage of JavaScript, Powershell, and/or BASH scripting
• 2+ 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 4+ years of relevant work experience)

Job Details:

Company: Amazon

Vacancy Type: Full Time

Job Location: Johannesburg, Gauteng, SA

Application Deadline: N/A

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Johannesburg South Africa

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