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Description
ABOUT US
Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.
The Escalation and Event Management (E2M) team is part of the broader AWS Support organization and is responsible for managing critical escalations, executing customer facing operational communications, handling large-scale customer impacting events and supporting the AWS Health service. E2M’s purpose is to drive operational excellence and improvements to the overall customer experience.
ABOUT YOU
E2M is looking for people who are detailed, analytical thinkers as well as creative problem solvers, with a strong bias for action. You are someone who is not constrained by the notion of “how things are usually done”. You are equally comfortable operating in the minute detail, as well as with coordinating efforts at the forty thousand foot view. You confidently advocate for customers and are comfortable working on highly technical initiatives to consistently improve the AWS customer experience. You are someone who excels at working in a dynamic environment while collaborating with some of the smartest people in the industry, and you get excited about owning critical infrastructure services that serve global customers, every second of the day!
Finally, you are passionate about technology with a desire to learn more and do more with AWS.
ABOUT THE ROLE
As members of E2M’s Health team, we work to keep customers informed and moving forward when they are facing challenges using AWS’ products and services. We are responsible for executing planned operational communications through the AWS Health Service, enabling internal AWS Engineering Teams to interact with the AWS Health Service and supporting customers to be successful using AWS Health. We ensure customers are proactively informed of changes or impact to the AWS resources customers are using in their operation, ensuring communications are clear and beneficial to the customer experience. Because of our unique role as Escalation Engineers, we have limitless exposure to all things AWS, including numerous leading edge technologies.
Key job responsibilities
Every day will bring new and exciting challenges that include elements of:
Supporting external customers to successfully integrate with and consume operational information from the AWS Health service
Work with AWS Health Engineering team to improve the customer experience for operational notifications that E2M sends on behalf of other AWS services
Partner with AWS Service Teams to craft communications, help to identify and remove technical ambiguity
Execute planned operational communications to customers in accordance with AWS communication tenets and style guides
Provide clear, concise and timely communication on work items to relevant internal stakeholders
Build a broad understanding of AWS services, service inter-dependencies and customer use cases to improve the customer experience and operational excellence
Facilitating post mortems of operational failures, implementing corrective actions and identifying improvement opportunities for existing processes.
Other duties as required by the organization
We are open to hiring candidates to work out of one of the following locations:
Dublin, D, IRL
Basic Qualifications
5+ years of experience in Support Engineering, Customer Escalations, Technical Communications, or similar IT role OR
5+ years of experience in technical operations or support focused on cloud infrastructure
Tertiary qualification/Bachelor’s Degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field (or 6+ years of relevant work experience)
Preferred Qualifications
Candidates that have been most successful after joining our team have demonstrated capabilities in one or more of these areas:
Industry specific accredited certification(s) such as the AWS Associate level certifications
Familiarity with Cloud services with a focus on high availability and fault tolerant design
Knowledge of ITIL/Lean Processes
Ability to work in ambiguous environments
Demonstrated critical thinking and logical problem solving skills
Experience with data manipulation and/or automation using Python, JavaScript or shell scripting
Effective prioritization and time management skills
Excellent English Technical writing skills
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).