Global Incident Response Manager
hace 2 semanas
Job Summary
Amazon is seeking an experienced people manager to lead our global Command Center. As a member of this world-class team, you will be part of a fast-paced environment that has the entrepreneurial feel of a start-up. You will be responsible for removing risk to the customer, resolving globally impacting barriers, and driving innovation within the team.
Key Responsibilities
On a typical day, your reporting staff 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 Operation teams. You will be surrounded by people who are wickedly smart and believe that world-class service is critical to customer happiness.
Requirements
A candidate must be forward-thinking with people management skills, possessing a high degree of customer service focus and excellent communication skills. Your reporting staff serves as the liaison and escalation points to Field Operations and Field IT and Engineering. Your peers will be Operations support managers and system and software support engineers working to ensure Fulfillment Centre systems are healthy and available to meet customer demands.
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 services restoration. We continually strive to enhance our teams' 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.
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