Global Incident Response Manager
hace 4 semanas
As a seasoned people manager, you will lead a high-performing team in our global Command Center. Your expertise in incident response and people management will be instrumental in removing risk to our customers, resolving globally impacting barriers, and driving 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 which will impact Amazon at a global level.
Key responsibilities include leading high-severity response calls, ensuring fast and accurate triage for a global remote support organization, directing engineers for resolution, leading root cause investigations, and implementing changes to avert future risk and drive process improvements for Global Operation teams. A successful candidate must possess a high degree of customer service focus, excellent communication skills, and be forward-thinking with people management skills.
Your team will work closely with Operations support managers and system and software support engineers to ensure Fulfilment Centre 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 customer impacts.
About the team
Part of a Global team based in US, EU, UK, and India, using a follow-the-sun model to manage customer impacting events from creation to service restoration. Using a Correction of Error process to prevent repeats of the same root causes impacting other customers. Continually striving to enhance our team's process, tools, and services we offer to our customers. Focus on impact elimination for our customers. Focus on Mean Time to Restore services when a customer or customers are impacted.
BASIC QUALIFICATIONS People and Team managementNetworking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experienceWindows Server technologies: AD, DFS, Print Services, SCCM experienceTechnical support experienceCorporate setting Windows, Mac or Linux Operating systems support experienceBachelor's degree in IT, computer science or equivalentExperience with networking technology (TCP/IP, subnetting, DNS and DHCP)Experience in a Desktop Support role at a technology companyExperience supporting Windows, Mac and/or Linux operating systems in a corporate settingExperience working with Windows server technologies: AD, DFS, Print Services, SCCM PREFERRED QUALIFICATIONS People management experienceWorking in a support capacityWorking in IT specific industry
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
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