The AWS Incident Detection and Response team is seeking an Incident Management Engineer to provide incident response and account ownership for critical customers. This role involves proactive engagement and incident management to minimize disruptions and accelerate recovery of workloads. The successful candidate will work closely with customers to develop customized response plans and will be responsible for monitoring workloads 24x7. This position requires strong analytical skills, technology experience, and excellent communication abilities.

• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
• Experience in network and operating system support
• Experience in information security and compliance
• Knowledge of distributed computing environments
• Fluency in Mandarin, both written and spoken
• Experience with continuous integration and continuous delivery
• Experience in software development with an object-oriented language
• Experience with virtualization, orchestration, and cloud computing
• Experience with database administration
• Professional oral and written communication skills

• Drive the resolution of large scale customer impacting incidents as part of a team rotation
• Lead critical, complex customer escalations in collaboration with Engineering Teams
• Provide critical incident response and management 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
• Lead projects and teams to drive operational improvements
• Create and review documentation and design new standard operating procedures
• Identify and troubleshoot recurring platform issues and own projects to drive improvements
• Mentor peers in areas of technical and operational strength

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.