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

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

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
Amazon 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.

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.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

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.

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 visithttps://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.