Major Incident Manager

ROLE OVERVIEW

• We are looking for a passionate,
• hard-working, and talented Call Leader who wants to remove risk to the
• customer, resolve globally impacting barriers, and drive innovation within the
• team. You will be part of a world-class team in a fast-paced environment that
• has the entrepreneurial feel of a start-up. This is an opportunity to
• contribute and build a support and process model that will impact Amazon at a
• global level. You'll be surrounded by people who are wickedly smart and believe
• that world-class service is critical to customer happiness.

Requirements

KEY RESPONSIBILITIES

• On a typical day, the employee will lead
• high-severity response calls, ensure fast and accurate triage for a global
• remote support organization, direct engineers for resolution, lead root cause
• investigations, and implement changes to avert future risk and drive process
• improvements for Global Operations teams. Candidate must be forward-thinking
• with a high degree of customer service focus and excellent communication
• skills. The Incident IT Call Leader serves as the liaison and escalation point
• to Field Operations and Field IT.
• Your peers will be system and software
• support engineers working to ensure Fulfillment Center systems are healthy and
• available to meet customer demands. In this role, you will have the opportunity
• to participate in solutions to business problems that are truly unique to
• Amazon. This team is a global team, so strong communication skills are a must.

We value attention to detail, customer

obsession, and the desire to always find and remove customers.

Basic qualifications

2+ years in Global Incident

Management

• 2+ years of Problem Management
• experience
• 3+ years’ experience in a
• network-focused, hands-on technical role working with IP routing
• protocols/technologies and platforms in large-scale data center and/or WAN
• network environments.

Experience supporting Field IT

and Operation Partners in resolving and communicating high-severity problem

impacts, defining root cause, and driving tasks to remove future risk.

Experience communicating

cross-functionally and across all management levels.

Experience with project

• management
• Good Exposure towards ticketing
• tools and integration
• Technical experience in one or
• more IT-related fields, including networking, Linux administration, Microsoft
• administration, and/or Cisco network configuration and management
• Detail-oriented, excellent
• analytical skills, and a strong team player who works well with an immediate
• and extended team and consistently puts the team above oneself.
• Ability to work in and keep up
• with a fast-moving environment via effective prioritization and time
• management. Experience working in virtualized enterprise networking
• environments

Preferred qualification

• 5+ years in Global Incident Management
• 5+ years of Problem Management experience
• 5+ years’ experience in a network-focused,
• hands-on technical role working with IP routing protocols/technologies and
• platforms in large- scale data center and/or WAN network
• environments.
• High Degree of ownership in all matters within
• IT infrastructure and root cause analysis
• Experience in high-severity triage, escalations,
• and issue management

Experience in Ticketing tools and their

• functions
• Thorough understanding of TCP/IP networking, IP
• routing, Server Load Balancing,
• Network Security architecture, and core
• technologies such as IP, TCP, OSPF/IS-IS, BGP, MPLS, Server Load
• Balancers, Firewalls, ACLs, DNS, DHCP, IPAM, LDAP, NFS, etc.

Experience with one or more of the following

router, server load balancer, and firewall vendor platforms: Cisco or Juniper.

Experience in one or more of the following

• Working in a Linux/Unix environment.
• Possess Scripting skills or have a desire to
• learn them; specifically, Python, Perl, or Shell.
• Demonstrated problem-solving ability
• Superior technical aptitude
• Proven ability to manage complex tasks
• Strong analytical skills

Benefits

• Health insurance coverage for self, spouse, and kids
• Long-term benefit savings plan with employer matching contributions.
• Opportunities for professional development and advancement within the organization.