InfraOps Support Engineer, Operations Management Center (OMC)

The InfraOps Support Engineer is a Tier 1 support engineer in Amazon's Operations Management Center (OMC) - a 24/7/365 team that keeps the technology inside Amazon's 400+ corporate office buildings running across Networking, Audio-Visual (AV), and Print services. This engineer is the first line of response for office-infrastructure incidents.

Operating within the Amazon Support Engineer (SupEng) job family, the engineer provides high-quality support across all three service areas while beginning to develop deep subject-matter expertise in one or more focus areas, for which they become the technical point of contact on their team. They respond, triage and resolve incidents within target times using established procedures, detect trends before they become problems, contribute to and refine the team's operating procedures, and mentor more junior engineers. Success requires the ability to work in a fast-paced, collaborative, shift-based environment.

Key job responsibilities

On a typical shift, an InfraOps Support Engineer will:

1. Monitor, Detect & Triage

   Be the first line of response and keep ahead of problems.

   Triage incoming incidents (tickets) within defined target response times, using judgment to resolve in place or route to the responsible team.

   Use dashboards, alarms, and other tools for Networking, AV, and Print services across the global building fleet, interpreting what those signals indicate to solve incidents.

   Detect ongoing trends or emerging problems before they occur and define proactive actions to prevent customer impact.

   Assess incident scope and severity, correlate related incidents into a single parent incident, and prioritise work against SLAs.

2. Troubleshoot & Support

   Resolve issues and support the team's products and systems.

   Provide high-quality Tier 1 support for the products and systems in the team's scope, resolving straightforward problems with limited documentation and minimal escalation.

   Support critical issues using existing