Unified Operations Team

AWS Unified Operations brings together a designated team of specialized experts who work together to support your cloud journey. Each role is carefully designed to provide comprehensive coverage across technical, financial, operational, and security dimensions of your cloud environment. From strategic guidance to technical support, from financial optimization to rapid incident response, these experts act as an extension of your team, available 24/7 to ensure your cloud operations run efficiently and securely.

Technical Account Manager

Your designated cloud strategist, the Technical Account Manager (TAM) orchestrates the overall engagement and drives business outcomes. TAMs lead strategic planning, conduct quarterly business reviews, provide resiliency guidance, and coordinate across specialized teams to ensure your cloud initiatives succeed. They serve as your primary point of contact for escalations and strategic decisions.

Domain Specialist Engineer

A Domain Specialist Engineer (DSE) is a technical expert who deeply understands your specific workload architecture and AWS services. DSEs conduct critical workload reviews, create technical documentation, develop troubleshooting guides, and provide ongoing technical consultation. They analyze incidents to prevent recurrence and maintain global knowledge sharing to make sure that there is consistent support quality.

Senior Billing and Account Specialist

Your Senior Billing and Account Specialist (SBAS) is a designated financial optimization expert who helps balance performance with cost. They manage cost optimization strategies, oversee reserved instance and savings plan portfolios, conduct financial business reviews, and provide detailed spend analytics to maximize your cloud investment efficiency.

Incident Management Engineer

Incident Management Engineers (IME) are rapid response specialists who coordinate critical incident resolution. IMEs provide 5-minute response times, orchestrate technical teams during incidents, manage stakeholder communications. During active incidents, IMEs conduct real-time assessments of incident handling and response effectiveness, upon request they document the sequence of events, decisions made, and immediate outcomes. They observe and evaluate the execution of response protocols, team coordination, and the application of existing playbooks while the incident is still unfolding.

Migration Specialist

On-demand experts who guide critical transitions like launches and migrations. They validate architectures, create detailed execution plans, provide real-time monitoring during events, and conduct post-event analysis to capture learnings and optimize future operations.

AWS Customer Incident Response Team

The AWS Customer Incident Response Team (CIRT) are security experts providing 24/7 specialized assistance for security events. They monitor security findings, provide guided response within minutes of detection, and enhance your security operations capabilities through expert investigation support and best practices guidance.

Specialist Support Engineer

Specialist Support Engineers (SSE) are highly experienced technical experts using advanced contextual tools to deliver precise support solutions. They leverage AI-powered systems and deep technical knowledge to quickly understand your environment and resolve complex technical challenges.