Operations Manager (IDR), Incident Detection and Response, Incident Detection & Response

Amazon has built a reputation for excellence with a mission to be the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. Amazon Web Services (AWS) is carrying on that tradition while leading the world in cloud technologies.

The AWS Incident Detection and Response team is part of the Enhanced Support Services (ES2) organization within AWS Support, and is dedicated to offering eligible AWS Enterprise Support customers proactive engagement and incident management to reduce the potential for failure and to accelerate recovery of critical workloads from disruption. We achieve these objectives by working closely with customers to develop runbooks and response plans customized to the context of each workload onboarded to the service. Onboarded workloads are monitored 24x7 by a team of Incident Management Engineers (IMEs) to detect and engage customers on a call bridge within 5 minutes of a critical alarm.

• Key job responsibilities
• •Lead and develop a high-performing team of Incident Management Engineers across global regions
• •Drive operational excellence and customer experience improvements through data-driven decision making
• •Design and implement scalable processes and mechanisms for incident management
• •Collaborate with senior stakeholders to enhance service delivery and customer outcomes
• •Partner with AWS service teams to represent the voice of the customer and drive improvements
• •Manage critical incidents and escalations for enterprise customers
• •Own recruitment, development, and retention strategies for the team

• About the team
• Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

Basic qualifications

• - 5+ years of managing with a track record of success experience
• - 7+ years of engineering team management in a fast-paced operations environment experience
• - Experience as a manager with a track record of success
• - Experience in engineering teams management in a fast-paced operations environment
• - Experience managing IT environments on behalf of customers

Preferred qualifications

• - Bachelor's degree in Engineering, Computer Science, or a related technical field
• - Master of Business Administration
• - Experience driving projects to improve operations and support-related processes
• - Experience handling large enterprise technical customer escalations
• - Experience in AWS services
• - Experience in project and program management and delivering key business outcomes

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.