Incident Management Engineer

Responsibilities

• Drive the resolution of large-scale, customer-impacting incidents and complex technical escalations.
• Provide critical incident response and management, including leading call bridges with internal and external participants.
• Conduct continuous real-time proactive monitoring of customer metrics to detect potential failures.
• Prioritize, manage, and own emerging customer issues from detection through to resolution.
• Collaborate with engineering teams and stakeholders to improve customer experience and operational excellence.
• Contribute to Problem Records and design new standard operating procedures to prevent recurring issues.
• Mentor peers and lead projects aimed at driving operational improvements.

Requirements

• Business level proficiency in both Spanish and English (verbal and written).
• 3+ years of demonstrable Major Incident or Problem Manager experience for organizations running 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, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience).
• Professional 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.
• Ability to review complex technical details and convey key information to senior stakeholders for real-time decision making.

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.