• GSOC Systems Support Engineer

    Location US-AZ-Goodyear
    Posted Date 2 weeks ago(10/8/2018 9:52 AM)
    Job ID
    Company/Location (search) : Country (Full Name)
    United States
  • Job Description

    The Global Security Operations Center (GSOC) supports Amazon Operations by providing 24/7 services including alarm response, incident triage, and crisis management. The GSOC operates out of Goodyear, Arizona. The GSOC Systems team supports the GSOC by administrating, managing, and developing systems based on the priorities of the business. Each GSOC Systems Support Engineer takes on a combination of roles. The most common tasks this position will participate in are gathering customer requirements, managing issues, troubleshooting systems, documenting the supported systems, and managing backlogs.

    The GSOC Systems Support Engineer is the main point of contact for any system related question or issue and will have a significant role in determining the vision and roadmap for the GSOC. We are a global organization and need to manage conflicting priorities from our own team and partners. Therefore, a strong background in prioritization techniques and coordinating with remote teams is essential. Moreover, the dissemination of information is critical to de-centralizing the support. We leverage internal wikis to maintain information concerning our systems and must maintain and consistently improve them. The support engineer will also be responsible for escalating bugs to the development team, and assisting in the prioritization of existing issues.

    As a GSOC Systems Support Engineer, your job will be to:
    • Work directly with customers to understand problems and capture requests for feature enhancements
    • Convert customer requests into agile-like user stories
    • Coordinate with technical teams, including engineers, analysts, and cross-functional groups
    • Develop best practices, documentation, and sample templates
    • Track and report on metrics which are key performance indicators, allowing performance improvements so that the desired outcomes are achieved
    • Script and automate processes
    • Ensure all programs comply with Amazon Information Security standards
    • Manage and prioritize backlogs of customer requests
    • Audit systems and documentation to ensure compliance with internal policies
    • Build roadmaps for an assigned product which can be shared with stakeholders

    Basic Qualifications

    • 1+ years of experience in technical support, system engineering, or software engineering
    • Information Technology related Bachelor’s Degree or relevant work experience
    • Familiarity with databases (querying and analyzing) such as SQL Server, MYSQL, Access, PostgreSQL, or DynamoDB
    • Experience managing projects through a tool like Microsoft Project or Jira
    • Experience working with scripting languages such as VBScript, Python, or JavaScript
    • Required to maintain a flexible schedule, to include working evenings and weekends

    Preferred Qualifications

    • 2+ years of working with object oriented programming languages (e.g. .NET, Java)
    • Excellent communication and negotiation skills with clients and customers
    • Excellent project management and resource planning skills
    • Familiarity with Linux
    • Familiarity with Amazon Web Services such as Lambda, EC2, S3, ELB, and RDS.
    • Ability to work independently with limited direction, and communicate effectively with team members in other geographic locations
    • Ability to take calculated risks and challenge current practices to develop and deliver innovative solutions to meet or exceed the customer expectations
    • Experience with Agile project and product management

    Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

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