Major Incident Manager

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

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
  

• 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.