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, communication, and technical coordination to minimise downtime of 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.
• Work follow‑the‑sun core hours (7 am‑3 pm UTC) and cover weekend shifts as required.

Required profile

• Strong analytical acumen and solid technology experience.
• Excellent written and verbal communication skills in both Portuguese and English.
• Proven ability to own strategic accounts and interact with senior customer stakeholders.
• Self‑starter with attention to detail, capable of tactical and strategic execution.
• Passion for delivering world‑class customer experiences and continuous learning about AWS.

Required skills

• Proficiency with AWS cloud services and incident detection tools.
• Experience in incident management and response processes.
• Bilingual fluency in Portuguese and English.

What we offer

• Opportunity to work with global enterprise customers on critical cloud workloads.
• Access to AWS training and certification resources.
• Collaborative, fast‑paced environment focused on innovation and customer success.