Incident Management Engineer – Bilingual (Portuguese/English) – AWS

About the role

Amazon Web Services (AWS) is seeking a bilingual Incident Management Engineer to join the Incident Detection and Response team. You will work globally to monitor critical workloads, engage customers within minutes of an alarm, and help accelerate recovery from disruptions.

Key responsibilities

• Drive resolution of large‑scale, customer‑impacting incidents as part of a rotating team.
• Lead critical escalations and coordinate with Engineering teams to address technically complex issues.
• Provide real‑time incident response, including leading call bridges with internal and external participants.
• Contribute to Problem Records and maintain detailed documentation of incidents.
• Continuously monitor customer metrics and proactively identify emerging issues.
• Prioritize, manage, and own incidents from detection through closure.
• Manage communications during high‑impact events across relevant channels.
• Collaborate with stakeholders across AWS to ensure seamless incident handling.

Required profile

• Strong analytical acumen and solid technology experience.
• Excellent written and verbal communication skills in both Portuguese and English.
• Ability to work independently, with attention to detail, and execute both tactically and strategically.
• Leadership presence and the capacity to interact with customers at all organizational levels.
• Passion for delivering world‑class customer experiences and a desire to deepen AWS expertise.

Required skills

• Bilingual proficiency in Portuguese and English.
• Experience with AWS services and cloud technologies.
• Incident management and response expertise.
• Real‑time monitoring and runbook development.