Bilingual Incident Management Engineer – AWS

About the role

Amazon Web Services (AWS) is seeking a bilingual Incident Management Engineer to join the Incident Detection and Response team within the ASPIRE organisation. You will work 24x7 with enterprise customers, providing rapid incident response and proactive engagement to protect critical workloads.

Key responsibilities

• Monitor onboarded workloads 24x7 and engage customers on a call bridge within 5 minutes of a critical alarm.
• Develop and maintain runbooks and response plans tailored to each customer’s environment.
• Lead communication, emergency response, and technical resolver engagement during incidents.
• Drive incident resolution, coordinate cross‑functional teams, and ensure timely recovery of services.
• Provide strategic account ownership and act as the primary point of contact for critical incidents.

Required profile

• Strong analytical acumen with a proven track record of delivering results in complex technical environments.
• Excellent written and verbal communication skills in both English and Spanish.
• Self‑starter able to operate tactically and strategically with high attention to detail.
• Leadership presence and the ability to work with customers at all organizational levels.
• Passion for technology and a desire to continuously learn AWS services.

Required skills

• Experience with AWS services and cloud infrastructure.
• Incident management and response expertise.
• Monitoring and alerting tools proficiency.
• Runbook development and automation.

What we offer

• Opportunity to work with global enterprise customers on critical cloud workloads.
• Collaborative, follow‑the‑sun environment with exposure to cutting‑edge cloud technologies.
• Professional growth within Amazon’s world‑class support organization.