Escalation Engineer (EM), AWS Support, Escalation and Event Management
Core
Manage critical escalations, customer-facing communications, and large-scale customer-impacting events for AWS cloud services.
Role type
Senior Escalation Engineer (Event Management)
Builds
AWS cloud infrastructure services and support experience for global customers
Domain
Cloud computing, network operations, incident management
Required skills
network and operating system support, virtualization and orchestration, database administration, software development, CI/CD, information security and compliance, incident management, threat management, crisis management, root cause analysis, automation design
Preferred skills
knowledge of distributed computing environments, software deployment best practices, network troubleshooting tools
Technologies
VMware, Xen, telnet, tracert, iperf, packet capture tools
Responsibilities
Lead critical incident response and management calls, provide timely communication on developing issues to customers and stakeholders, improve incident metrics like mean time to engagement, facilitate Root Cause Analysis and Post Event Reviews, collaborate with stakeholders to drive improvements in AWS experience, analyze data trends to identify potential issues, design and build automation solutions
Seniority
Senior, hands-on IC