Incident Management Engineer

Responsibilities

• Drive the resolution of large-scale, customer-impacting incidents as part of a team rotation
• Provide critical incident response and management, including leading calls with internal and external participants
• Manage and prioritize emerging customer issues from inception to resolution
• Conduct continuous real-time proactive monitoring of customer metrics to detect potential failures
• Collaborate with Engineering teams to drive complex customer escalations and technical resolutions
• Contribute to Problem Records and design new standard operating procedures to improve operational excellence
• Identify and troubleshoot recurring platform issues and lead projects to drive continuous improvement

Requirements

• Business level proficiency in both Portuguese and English (verbal and written)
• 3+ years of demonstrable Major Incident or Problem Manager experience for mission-critical applications
• 5+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or a similar IT role
• Bachelor's degree in Computer Science, Information Technology, or a related field (or 6+ years of relevant work experience)
• Professional oral and written communication skills, with experience presenting to executive-level stakeholders

Preferred Qualifications

• Industry-specific accredited certifications, such as AWS Associate level certifications
• Knowledge of ITIL or Lean processes
• Ability to work effectively in ambiguous, fast-paced environments
• Demonstrated critical thinking and logical problem-solving skills
• Experience designing or operating distributed architectures and correlating system behaviors

About the Company

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneer cloud computing and continue to innovate, providing robust products and services that power businesses ranging from successful startups to Global 500 companies.