We are looking for Engineers to join our team in Cape Town.
Send me a PM if you are interested.
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Escalation Engineer - Amazon Web Services
Job Description
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 I 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 parties 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 Escsalation 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
Basic Qualifications
5+ years demonstrable track record with experience in incident management on mission critical services
Highly motivated self-starter with technical aptitude and a commitment to achieving results
Excellent ability to correlate system behaviors based on known interdependencies between those systems
Demonstrated proficiency with Systems (Windows/Linux) and Networking concepts
Excellen*t written and oral English communication skills
Excellent critical thinking and logical problem solving skills
Experience working in a fast-paced agile environment
Effective prioritization and time management skills
Work closely with others to identify opportunities for improvement
Experience dealing effectively with internal and external customers during problem resolution and operating efficiently under pressure
Confidence to initiate and lead AWS-wide conference calls
Ability to analyze, consolidate, and aggregate data from various sources
Open to working alternative hours (i.e. 7am-3pm or 10am-6pm), including some weekends and holidays as required
Preferred Qualifications
2+ years practical experience with virtualization technologies
Experience with AWS Services
Knowledge and implementation of Lean Processes
ITIL v3 / COBIT 5 certification
Proven success driving continual process improvements
Experienced facilitator with strong leadership and influencing skills
Experience managing cross-functional and virtual teams as required
Succinctly convey complex problems in easy to digest terms for all stakeholders
Be willing to act with a sense of urgency, balanced with diplomacy
Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field.
Send me a PM if you are interested.
-----------------------------
Escalation Engineer - Amazon Web Services
Job Description
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 I 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 parties 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 Escsalation 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
Basic Qualifications
5+ years demonstrable track record with experience in incident management on mission critical services
Highly motivated self-starter with technical aptitude and a commitment to achieving results
Excellent ability to correlate system behaviors based on known interdependencies between those systems
Demonstrated proficiency with Systems (Windows/Linux) and Networking concepts
Excellen*t written and oral English communication skills
Excellent critical thinking and logical problem solving skills
Experience working in a fast-paced agile environment
Effective prioritization and time management skills
Work closely with others to identify opportunities for improvement
Experience dealing effectively with internal and external customers during problem resolution and operating efficiently under pressure
Confidence to initiate and lead AWS-wide conference calls
Ability to analyze, consolidate, and aggregate data from various sources
Open to working alternative hours (i.e. 7am-3pm or 10am-6pm), including some weekends and holidays as required
Preferred Qualifications
2+ years practical experience with virtualization technologies
Experience with AWS Services
Knowledge and implementation of Lean Processes
ITIL v3 / COBIT 5 certification
Proven success driving continual process improvements
Experienced facilitator with strong leadership and influencing skills
Experience managing cross-functional and virtual teams as required
Succinctly convey complex problems in easy to digest terms for all stakeholders
Be willing to act with a sense of urgency, balanced with diplomacy
Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field.