[3 Days Left] Incident Management
1 week ago
Incident Management - Incident Manager, Central Technical Operations Services (CTOS)
Job ID: 2869928 | Amazon.com Services LLC
Amazon Central Technical Operations Services (CTOS) is the first line of defense for maintaining high availability in the Amazon Retail Website. We make customer impacting events shorter, less frequent, and less severe by providing large scale event and incident management. The Amazon Retail Website has hundreds of millions of customers globally who can be impacted by these types of incidents. The work we do to mitigate these incidents helps to ensure our customers have a seamless experience. Our Incident Managers are front-and-center in driving down event duration by utilizing their operational experience, knowledge of best practices, and effective usage of incident management tools.
We’re looking for Incident Managers who have owned or participated in operational and/or incident management for at least one large-scale enterprise. The Amazon Retail Website is complex and constantly changing; it operates across dozens of countries, consists of thousands of cloud-based services, is built and maintained by tens of thousands of engineers, and serves hundreds of millions of customers. When it experiences major issues, part of your job will be to respond to it within minutes and ensure the best course of action is taken. This experience will expose you to all things Amazon.
Our Incident Managers are encouraged to build solutions to problems while sharing the benefit of those solutions with other service teams. This is an excellent opportunity to join one of Amazon’s world-class teams, and work with some of the best and brightest while also developing your skills and career within one of the most dynamic, innovative and progressive technology companies anywhere. In addition to a stimulating and fun working environment, Amazon offers mentoring programs with experienced engineers, regular tech talks with technology Principals, and well-defined career paths for motivated engineers who want to contribute to our culture of operational excellence and customer-focused technical innovation.
This position will be part of a globally distributed team of 20+ Incident Managers and Engineers across Austin, Dublin, and Sydney to allow for 24x7 coverage. Each group will work 10 hour shifts for 4 days a week. If you're looking for a team with great growth potential and an opportunity to make a huge impact, this is the team to join.
Responsibilities
1. Be a technology evangelist and use your deep knowledge to solve business problems
2. Reduce mean time to resolution for all incident types
3. Design and/or build world class listening systems
4. Adapt and improve operations management systems and processes to accommodate rapidly increasing growth
5. Participate in Agile sprints to evolve business processes and technologies
6. Create and review documentation, design new standard operating procedures
7. Identify and troubleshoot recurring platform issues and engage service owners to drive resolution
8. Automate tasks through creation and maintenance of scripts and tools
9. Respond to and complete customer requests within SLA via a trouble ticketing system
10. Take part in a “follow the sun” rotation split between Austin, Dublin and Sydney sites, including weekends and holidays
11. Mentor peers in your areas of technical and operational strength
12. Participate in the interviewing process
BASIC QUALIFICATIONS
1. Bachelor’s degree in Computer Science or at least 7 years of relevant experience in a large-scale online technical operations environment
2. Experience maintaining a high standard of operations in a large scale environment
3. Development/scripting skills in at least one interpreted language (e.g. Java, Python) as well as shell
4. Working experience in Linux and networking fundamentals
5. Excellent troubleshooting skills and a commitment to document findings
6. Experience driving collaborative projects from conception to delivery
7. Experience in Agile/Scrum or related collaborative workflow
PREFERRED QUALIFICATIONS
1. Experience leading and managing large conference calls
2. Knowledge of routing protocols to help facilitate troubleshooting and remediation of networking issues
3. Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
4. Effective prioritization and time management
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Posted: December 20, 2024 (Updated 17 minutes ago)
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