Incident Management Engineer (Bilingual Spanish/English)

About the role

Amazon Web Services is seeking a bilingual Incident Management Engineer to join the Incident Detection and Response team within AWS Support. The role involves providing 24x7 incident response and account ownership for enterprise customers, ensuring rapid detection, communication and resolution of critical workload disruptions.

Key responsibilities

• Monitor onboarded AWS workloads around the clock and engage customers within five minutes of a critical alarm.
• Lead incident communication, emergency response and coordination of technical resolvers on live call bridges.
• Develop and maintain custom runbooks and response plans tailored to each customer’s environment.
• Drive incident resolution, perform root‑cause analysis and deliver post‑incident recommendations.
• Collaborate with customers and internal teams to improve incident processes and reduce failure risk.

Required profile

• Strong analytical mindset with solid technology experience.
• Excellent written and verbal communication skills in both English and Spanish.
• Self‑starter capable of operating tactically and strategically with high attention to detail.
• Ability to work in a global, follow‑the‑sun environment and handle weekend/public‑holiday shifts.

Required skills

• AWS cloud services.
• Incident management and monitoring.
• Runbook development.
• Bilingual proficiency in Spanish and English.