Incident Management Engineer - Bilingual JP/EN, ASPIRE

AWS Support is looking for a leader with a strong background in Incident Management and customer ownership to be there during the moments that matter for our most critical customers. We are looking for a Major Incident Manager to join our team to provide incident response and account ownership. In this position, you will play a pivotal role in providing communication, emergency response, technical resolver engagement and incident management for our customers.

We are a global 24x7 operations team, with 3 operating regions working under a follow the sun model. The role does require successful candidates to work some weekends and public holidays.

*No late working hours., * Every day will bring new and exciting challenges that include elements of:

• Drive the resolution of large scale customer impacting incidents as part of a team rotation
• Drive critical, complex customer escalations in situations that are sometimes technically challenging in collaboration with Engineering Teams.
• Provide critical incident response/management (including leading calls with internal/external participants) 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 and develop mechanisms that support operational excellence
• Lead projects and teams to drive operational improvements
• Create and review documentation; design/influence new standard operating procedures
• Identify and troubleshoot recurring platform issues and own projects to drive improvements
• Mentor peers in your areas of technical and operational strength
• Perform other duties as required by the organization

Incident Management Engineers have a broad skill set with demonstrated career progression and a proven track record of delivering results. The successful candidate will possess strong analytical acumen, solid technology experience, superb business judgment, strategic account ownership and a propensity to dive deep to solve complex problems. You will also have a passion for creating/providing a world class experience for our customers. The candidate must understand the competitive and industry landscape and must have the leadership presence and communication skills to effectively work with customers at all levels of their organization. You must be a self-starter and able to execute at both a tactical and strategic level - with a strong attention to detail. This is a global role that requires excellent written and verbal communication skills and a passion and desire for leading the resolution of critical incidents. Your decisions are not only fundamental to helping protect our most critical customers but will help maintain the health of AWS customers worldwide.

Finally, you are passionate about technology with a desire to learn more and do more with AWS., * Bachelor’s degree in computer science or equivalent, or 3+ years of technical support experience

• Speak, write, and read fluently in Japanese
• Experience in network and operating system support
• Experience in information security and compliance
• Knowledge of distributed computing environments, * Experience with continuous integration and continuous delivery
• Experience in software development with object oriented language
• Experience with virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen)
• Experience with database administration
• Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s) in both English and Japanese.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, TX, Dallas - 95,600.00 - 160,000.00 USD annually

USA, VA, Herndon - 95,600.00 - 160,000.00 USD annually

USA, WA, Seattle - 95,600.00 - 160,000.00 USD annually

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 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., Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.