As members of the Cloud Support Escalation & Managed Services (MS) team, we work to identify widespread and systemic customer facing problems for AWS or other cloud hyperscalers. 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 & cloud hyperscalers, including numerous leading edge technologies.
Every day will bring new and exciting challenges that include elements of:
· Real-time monitoring of telemetry and incoming alarms
· Detect and respond to internal services experiencing customer impacting events
· Provide critical incident response/management focused on customer communications for AWS Service Teams
· Drive down mean time to engagement and communication for all incident types
· Monitor and manage communications during high impact events via relevant channels
· Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
· Prioritize, manage and own issues impacting AWS and public cloud customers from detection to resolution
· Provide crisp and timely communication on developing issues to relevant stakeholders
· 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
· Maintain composure in dynamic and high pressure situations
Candidates that have been most successful after joining our team have demonstrated capabilities in one or more of these areas:
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Escalation Engineer
Managed Services Team