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30 Mar 2022

Full-Time Escalation Engineer I EM (WFH option in South Africa)

Sheila Gauteng

Job Description

Job Summary


Please, Check Below Further Information

Amazon is now offering flexibility to choose among 3 different working models, in-office, hybrid, and virtual.
In Office: Employees will be office based for the majority of their time. Employees on an in-office work pattern will be assigned a desk in an Amazon building. Employees will be required to reside within a commutable distance of the office they are assigned to (Cape Town/Johannesburg).
Hybrid: Employees will be required to reside within a commutable distance of the office they are assigned to (Cape Town/Johannesburg), but have the flexibility to regularly work from home as well as from the office. Employees on a Hybrid work pattern will be expected to attend at their assigned office a minimum of one day per week. These employees will follow agile seating when in office.
Virtual Workers: Employees must be based in South Africa, and are not generally required to attend an office facility. If needed, all WFH employees can attend an office for critical trainings, meetings and team-building events. These employees will follow agile seating when in office.
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 organisation and is dedicated to managing critical escalations, customer facing communications, and handling large-scale customer impacting events. 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”, and you are equally comfortable operating in the minute detail, as well as with coordinating efforts at the forty thousand foot view. You confidently act as an advocate of your customer, maintaining composure in dynamic and high pressure situations. You 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 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.

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

Basic Qualifications
2+ years of experience with Incident/Event Management for mission critical services
1+ 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 3+ 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:
Excellent written and oral English communication skills
Familiarity operating or designing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies
Experience creating or designing cloud application architectures with a focus on high availability
Industry specific certification(s) such as the AWS SysOps Administrator certification
Experience with the creation and usage of JavaScript, Powershell, and/or BASH scripting
Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making
Amazon Web Services is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Company – Amazon Dev Centre South Africa

Job ID: A1896953

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