포지션 상세
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.
• 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
• 3+ years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications
• 5+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role
• Bachelor's degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience)
• Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)
주요업무
• 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
자격요건
• Business level Korean and English, verbal and written• 3+ years demonstrable Major Incident / Problem Manager Experience for organizations that run mission critical applications
• 5+ years of experience in Support Engineering, Network Engineering, Solutions Architecture, or similar IT role
• Bachelor's degree in Computer Science, Information Science/Technology, Communications Engineering, Business, or a related field (or 6+ years of relevant work experience)
• Professional oral and written communication skills, presenting to an audience containing one or more executive team member(s)
