Incident Management Engineer – Bilingual (Portuguese/English)

About the role

Amazon Web Services is looking for a bilingual Incident Management Engineer to join the Incident Detection and Response team. The role focuses on proactive monitoring, rapid incident response, and customer engagement for critical AWS workloads.

Key responsibilities

• Drive resolution of large‑scale, customer‑impacting incidents and lead calls with internal and external participants.
• Provide real‑time proactive monitoring of customer metrics and engage customers within 5 minutes of a critical alarm.
• Develop and maintain runbooks, response plans, and problem records for enterprise customers.
• Collaborate with engineering teams to troubleshoot complex platform issues and drive operational improvements.
• Mentor peers, lead projects, and create documentation and standard operating procedures.

Required profile

• 3+ years of major incident or problem management experience for mission‑critical applications.
• Strong analytical acumen, business judgment, and ability to communicate with senior stakeholders.
• Self‑starter capable of tactical and strategic execution with high attention to detail.
• Excellent written and verbal communication in English and Portuguese.

Required skills

• AWS cloud platform
• Incident Management and Response
• Distributed architecture design and correlation
• Systems engineering or technical support experience
• Monitoring and runbook development