Senior Incident Manager, Technical Call Leader, Amazon Leo

• Key job responsibilities
• Serve as the single accountable call leader on high severity events, from declaration through resolution and closure.
• Assess and set event severity based on customer and business impact, and adjust it as the event evolves.
• Run the incident bridge, keeping the engineering effort and the customer communication effort aligned on a single source of truth.
• Sequence work across engineering, operations, mission and flight operations, customer communications, legal, and security, and engage the right responders quickly.
• Keep customer communication and any regulatory notification obligations visible and on time, at the same priority as the technical mitigation.
• Escalate early and freely, clear blockers, and make the stand down decision against clear recovery criteria
• Run clean handovers on prolonged events, and share a twenty four by seven on call rotation.
• Proactively investigate early warning signals to catch potential events before they reach customers.
• Own the post event loop, ensuring a correction of errors and root cause analysis are completed, assigned, and tracked to closure.
• Audit the coverage of monitoring and customer notification so events are detected and communications reach the right customers.
• Design, run, and score simulated incident exercises, and train partner teams on the incident process and their role on the call.
• Improve runbooks and incident tooling, reducing the manual work of running an event.
• 5+ years of technical product or program management experience
• 7+ years of working directly with engineering teams experience
• 5+ years of technical program management working directly with software engineering teams experience
• Experience managing programs across cross functional teams, building processes and coordinating release schedules
• 5+ years of major incident or problem management experience for organizations that run mission critical, customer facing services.
• Excellent written and verbal communication, able to produce clear updates for both engineers and executive stakeholders.
• Working knowledge of operational excellence practices such as ITIL, change management, major incident management, problem management, DevOps, or SRE.
• 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
• Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
• Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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