Incident Management Engineer - Bilingual JP/EN, ASPIRE

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Amazon は、地球上で最もお客様を大切にする企業になることをミッションとし、製品とサービスの両面で世界中のお客様から認められ、評価され、信頼される企業として卓越した評価を得てきました。Amazon Web Service (AWS) はこの伝統を受け継ぎ、クラウドテクノロジーの分野で世界をリードしています。 ASPIRE チームは、広範な AWS サポート組織の一部であり、重大なエスカレーション、お客様とのコミュニケーション、お客様に影響を与える大規模なイベントの対応に専念しています。E2M の目的は、卓越したオペレーションとカスタマーエクスペリエンス全体の改善を推進することです。 求める人物像 日本語と英語の両方で、ビジネスレベルの口頭および書面による優れたコミュニケーションスキルを持つ方を求めています。 インシデントマネジメントエンジニアには、幅広いスキルセットと、キャリアアップに進展と成果を出してきた実績が求められます。本ポジションに就く方は、強い分析力、確かな技術経験、優れたビジネス判断力、戦略的なアカウントの管理、および複雑な問題を解決するために深く追求する気質が必要です。また、お客様に世界最高水準のエクスペリエンスを創造し提供することへの情熱も求められます。候補者は、競合環境と業界の状況を理解し、組織のあらゆるレベルのお客様と効果的に協働するためのリーダーシップとコミュニケーションスキルが求められます。自ら行動を起こし、細部まで気を配り、戦術的および戦略的に実行できる必要があります。このポジションはグローバルなロールであり、優れた書面および口頭でのコミュニケーションスキルと、重大なインシデントの解決を主導する情熱と意欲が求められます。インシデントマネジメントエンジニアの判断は、最も重要なお客様を守るために不可欠であり、世界中の AWS のお客様の健全性の維持に繋がります。 最後に、AWS で技術を学ぶことに情熱を持ち、やりがいを見出す人物が求められます。 ポジションについて AWS サポートは、最も重要なお客様にとって重要な瞬間に対応できる、インシデント管理の経験とカスタマーオーナシップがあるリーダーを募集しています。チームに加わっていただける、インシデント対応とアカウントオーナーシップを発揮する大規模インシデントのマネージャーを探しています。このポジションでは、お客様へのコミュニケーション、緊急対応、技術的な解決者との関与、およびインシデント管理を提供する重要な役割を果たします。 私たちは、フォロー・ザ・サン方式で 3 つの地域にて展開している 24 時間 365 日稼働のグローバルなチームです。本ポジションは、一部週末や祝日にも勤務することが求められます。※深夜勤務はございません。

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.

ABOUT YOU 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.

ABOUT THE ROLE 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.

Key job responsibilities
• 主な職務 毎日、以下の要素が含まれる新しい刺激的な課題に直面します。
• お客様に影響を与える大規模インシデントの解決をチームローテーションの一部としてリードする
• 時には技術的に困難な状況でも、エンジニアリングチームと協力してクリティカルで複雑なエスカレーションに対応する
• お客様のクリティカルなワークロードに対して、重大なインシデントの対応と管理 (社内外の参加者との電話会議の主導を含む) を行う
• お客様の問題記録に貢献する
• お客様のメトリクスに対して、継続的にリアルタイムでプロアクティブにモニタリングを実施する
• 新たに発生するまたは進行中のお客様の問題に優先順位を付け、管理し、一貫して担当する- 関連チャネルを通じて影響度の高いイベント時のコミュニケーションを監視および管理する
• カスタマーエクスペリエンスを向上させ、オペレーションの卓越性をサポートするメカニズムを開発するため、AWS 全体の主要な関係者と協業する- 運用改善を推進するためのプロジェクトおよびチームをリードする
• ドキュメントの作成およびレビュー、新しい標準運用手順の設計に貢献する- 繰り返し発生するプラットフォームの問題を特定し、トラブルシューティングおよび改善するためのプロジェクトを率いる- 技術及びオペレーションにおける得意な分野で同僚のメンターとなる- 組織で求められるその他の業務を行う
• 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

About the team
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

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.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

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 and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

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.

Basic qualifications

- 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

Preferred qualifications

- 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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visithttps://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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 athttps://amazon.jobs/en/benefits.